Technical Support Specialist-East Coast Customers at LeanData
Sunnyvale, CA, US
LeanData provides the leading Revenue Ops platform to manage all go-to-market motions to increase speed to revenue, improve the buyer experience, and better align sales and marketing ROI.
 
As the leader in Lead-to-Account Matching, Routing, and Marketing Attribution solutions, LeanData stands at the center of your CRM connecting data to the right people, so businesses can accelerate time to revenue and drive growth. Now we’re continuing on our promise to relentlessly innovate with the LeanData Revenue Ops platform where teams can plan, execute, and analyze their ever-changing go-to-market motions with a single, centrally-managed platform that’s agile, transparent, and comprehensive. The LeanData Revenue Ops platform also integrates with leading sales and marketing applications to further streamline best-in-class go-to-market execution for companies of all sizes.
 
LeanData helps many of the world’s fastest-growing enterprises, including Glassdoor, Marketo and more, to automate, simplify and accelerate revenue for their go-to-market motions.
 
We are looking for an extremely motivated Technical Support Specialist who can support our East Coast customers to help them maximize the value they get from the LeanData platform. This is a cross-functional role that will interact with many teams and will also serve as the face of LeanData to many of our customers. We view our customer experience as a strategic, competitive advantage. If you do as well and are passionate about customer experiences, detail-oriented and excited to roll up your sleeves to make customers successful, you may be just who we’re looking for.
 
This new role at LeanData is aimed to support our East Coast customers during the hours of 8 am – 4 pm ET / 5 am – 1 pm PT. After the initial ramp-up period, working remotely is a possibility for this role. This is your opportunity to join a red-hot technology company and have a real impact. Benefits include competitive compensation, equity, healthcare, flexible vacation, remote work capabilities. 
 
Responsibilities

  • Provide technical support and troubleshooting to drive the success of LeanData’s East Coast customers
  • Master LeanData’s product capabilities and serve as a subject matter expert within the support team
  • Manage inbound customer inquiries and issues across multiple channels (phone, email, chat, online community, etc.)
  • Maximize customer satisfaction through a timely and accurate resolution of customer inquiries/issues – meet or exceed support level goal
  • Proactively identify, report, and resolve customer issues 
  • Collaborate with Product, Engineering and Customer Success teams to drive customer issue to resolution and to address potential product bugs
  • Collaborate with Engineering and Product resources to escalate critical issues during East Coast hours of operation
  • Leverage the Voice of the Customer to influence the product roadmap through the product team 
  • Participate in testing of new and updated products and provide feedback
  • Write technical documents and maintain a support knowledge base

 
Qualifications

  • 1 – 3 years of technical customer support experience, preferably in a high-tech SaaS industry
  • Be a morning person that enjoys starting work early and leaving early
  • Strong work ethic with a focus on customer satisfaction
  • Proven track record supporting customers with demonstrated ability to understand technical concepts, problem analysis and deliver concise resolutions for customers
  • Experience with and understanding of SaaS enterprise software
  • Excellent verbal, written, and interpersonal skills
  • Creative, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment, with the ability to operate independently
  • Working knowledge of Salesforce a plus
  • Familiarity with Zendesk Support Ticket and Knowledgebase Systems a plus

 
LeanData is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.