Tier 2 Technical Support Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

A Tier 2 Technical Support Specialist is responsible for providing advanced technical advice and guidance to Tier 1 Customer Support Specialists and external customers. Also, troubleshoots technical issues and incidents by analyzing, identifying, diagnosing, and documenting  issues. A successful Tier 2 Technical Support Specialist possesses excellent customer focus, and curiosity to expand upon their baseline technical knowledge.

Responsibilities

• Provide phone, email, and live chat support on a daily basis to internal and external customers
• Handle technical escalations via phone, chat, email from Tier 1 Customer Engagement Specialists and other departments
• Provide technical support of the Constant Contact suite as well as integrations to customers (both internal and external) via email, phone, chat, and remote assistance working towards timely resolutions
• Document and communicate system defects and product enhancement requests in ticket systems
• Track progress and work with other departments towards timely resolutions 
• Train, mentor, and coach Tier 1 Customer Engagement Specialists
•  Participate in product testing to ensure new features and enhancements are ready for our customers to use.
• Assist in maintaining the internal and external knowledge base support systems, ensuring the information is relevant and accurate at all times
• Special projects on an as-needed basis

Requirements

• No current attendance or performance plans at any level
• Willingness to learn fundamental concepts for advanced troubleshooting using provided tools and resources.
• Capacity to multi-task and work in an interrupt-driven environment and deliver quality solutions to customers. Able to diffuse customer frustration while resolving the issue by communicating effectively.
• Ability to interface effectively with other departments as needed and advocate for the customer’s experience when necessary.
• Spanish language fluency a plus, but not required

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave. Pay Transparency - All Full Time Employees$17—$21 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. 
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law.