Careers at TapClicks

Join a global leader in marketing technology for agencies, media companies, brands and franchises.

TapClicks Opportunity:


Customer Technical Support Specialist (Level 1)

Location: Denver, CO OR Montreal, QC

Department: Customer Success

About TapClicks

TapClicks is a leader in Marketing Reporting, Operations and Search Engine Optimization SaaS solutions for Enterprises, Agencies, and Media companies. It has been recognized as #1 fastest growing company in Silicon Valley by Inc 500; the Best Technology Product or Service by MITX and #163 by Deloitte’s 2018 Technology Fast 500. TapClicks is the only end-to-end marketing operations platform that allows companies to streamline their marketing operations, manage and optimize campaigns and report progress from any device at any time. TapClicks uses cutting edge technology (big data analytics, Artificial Intelligence, and Machine Learning) to continuously deliver innovative solutions to our customers. TapClicks Marketing operations platform is widely used by over 400,000 end customers globally.
 

Description

We are looking for an experienced, results-oriented Level 1 Technical Support Specialist who excels at communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with enterprise customers to build relationships and drive value-based on customer-defined goals.

The Level 1 Technical Support Specialist is responsible for enabling our enterprise customers to use the TapClicks platform successfully by assisting them with configuration, support, and advising on the process to ensure customer satisfaction. The support may include phone, chat, and email.
 

Responsibilities

  • Provide front-line troubleshooting and customer support for inquiries from customers.
  • Provide root cause analysis of new issues and provide detailed analysis for our engineering teams.
  • Log JIRA ticket, Monitor JIRA to ensure timely response and expedited resolutions.
  • Collaborate cross-functionally & troubleshoot potential bugs/data discrepancy.
  • Provide timely customer updates on the status of open issues or confirmation when issues are resolved.
  • Help maintain customer-facing and internal Knowledge Base articles.
  • Proficiency in the TapClicks platform to be able to provide simple “how-to” recommendations, troubleshoot issues, replicate bugs.  
 

Requirements 

  • BA/BS degree, preferably in CS or another related technical field.
  • 4+ year’s experience in a support role for a SaaS platform.
  • Personable, clear, and informative communication style via email, chat, and phone.
  • Analytic problem-solving and troubleshooting skills.
  • Strong organizational skills with high attention to detail.
  • Excellent verbal and written communication skills.
  • Must have a proven ability to independently manage several projects simultaneously and operate successfully under tight deadlines.
  • Ability and willingness to work flexible hours if necessary.
  • A goal-oriented, self-starter that enjoys working in a dynamic, startup environment.
  • An above-and-beyond team player who will do whatever it takes to make us a better team and keep customers engaged, knowledgeable, and productive.
  • Friendly, upbeat, and collaborative attitude.
 

Nice to have

  • Creative individual - You think outside the box.
  • Tech-savvy – You enjoy trying new apps and technologies.
  • Knowledge of marketing reporting & Dashboards.
 

Benefits 

  • The opportunity to work in an entrepreneurial, fast-growing and successful business environment
  • Retirement Plan (401k)
  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick, Public Holidays and others)
  • Employee Stock Plan.
  • Training & Development

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