Product Support Engineer II

Company Overview

Active Prospect is on a mission to make consent-based marketing the best channel for online customer acquisition. We provide marketers the products they need to acquire qualified customers  platform is trusted by thousands of companies engaged in direct-to-consumer marketing, helping them save wasted spend, comply with ever-changing regulations, and manage a constantly evolving partner landscape. Our flagship product, Trusted Form, is used to certify over 1 billion opt-in digital customer leads every year and is the gold standard for documenting prior express written consent for TCPA compliance.

Active Prospect is seeking a Support Engineer II to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work.

You will work with our Support Engineers, ensuring effective time-management, SLA achievement, and a collaborative environment. This is a demanding role that requires client relationship management, project management, communication, and technical skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis.

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
• Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
• Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
• Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
• Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
• Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
• Manage timely and accurate responses via Chat support feature
• Ability to analyze and problem solve customer issues while remaining empathetic
• Ensure a high customer satisfaction score of 95% or higher
• Collaborate with Client Success Managers to mitigate client escalations
• Actively review and create internal and client-facing documentation and knowledge base articles

• Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
• Ability to learn quickly; become an expert with our products and the supporting technology over time
• Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
• Positive, self-starter attitude and desire to exceed client expectations at every opportunity
• Attention to detail and absolute focus on the quality of work
• Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
• Familiarity with common web protocols (HTTP, FTP)
• Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
• Excellent customer service, presentation, and writing skills
• Internet/online advertising industry experience is a plus
• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment
• Authorization to work in the U.S

• A collaborative work environment with the freedom and opportunities of a startup culture
• A global, remote-first company that encourages occasional team get-togethers
  
  Life and work balance
• Flexible vacation time
• Retirement plan matching up to 3% of your salary
• Varied options for health, dental, vision, disability and life insurance

Active Prospect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.