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Published 2023-07-27

Marketing Support Specialist – UK (Fully Remote)


Type of job: Remote
Country: United Kingdom
City: Bristol, England
Company: Pitchbox


Description of the offer

Our software company is recruiting a Marketing Support Specialist for a permanent role to join our Customer Success team. We are extending our support coverage to better serve our customers around the world, especially those in the UK and Europe.

This permanent position is 100% remote and full-time. We are looking for candidates who reside in the UK or South Africa.

Essential Duties & Responsibilities

  • Provide high-quality digital marketing support to our customers globally.
  • Handle inbound and outbound customer service activities via live chat, email, phone, and Zoom.
  • Respond to customer enquiries about product details, technical support, billing issues, and more.
  • Log support tickets corresponding to customer-reported incidents. Update and track the status within the ticketing system.
  • Gather customer feedback on reported issues. Liaise with the relevant departments for resolution.
  • Develop a consultative relationship with assigned accounts, conduct training sessions, and ensure consistent customer engagement and satisfaction.
  • Assist with onboarding and training new customers, and maintain those working relationships to ensure customers effectively utilise the platform and adhere to best practices.
  • Prepare periodic reports for the management team.

Experience and Qualifications

  • Minimum of 2 years in customer success, account management, or B2B client service experience.
  • Experience with ticketing and live chat support.
  • Excellent verbal and written business communication skills. Strong email and phone etiquette.
  • Excellent interpersonal skills; comfortable and proficient in customer interactions.
  • Ability to uphold customer relationships, professionalism, and high ethical standards.
  • Ability to manage customer escalations and challenging interactions in a calm and dignified manner.
  • Ability to liaise with various internal teams to resolve customer-reported tickets.
  • Advanced proficiency in relevant Google Suite and Microsoft Office software.
  • Excellent organisational skills with keen attention to detail.
  • Good time management and the ability to prioritise effectively.


Bonus Points

  • Experience in software support (especially SaaS).
  • Familiarity with ticketing systems such as Zendesk.
  • Experience with CRM software (e.g. Salesforce, Hubspot, Pipedrive).
  • Technological adeptness.
  • Knowledge of SEO, PR, and Digital Marketing.
  • University degree.
  • Outgoing, sociable, and engaging.

The Opportunity

At Pitchbox, we understand that outstanding individuals might not always fulfil every requirement listed in a job description. We value potential as much as experience. This role offers growth potential for the candidate to take on Account Management responsibilities after gaining sufficient product knowledge and experience. If you resonate with this role and our company, even if not meeting all criteria, we encourage you to apply. We’re eager to explore the unique ways you can contribute to our mutual success.

Pitchbox is an equal opportunity employer. We celebrate and encourage diversity in our workplace.

About Pitchbox:

As we approach our 11th business anniversary, Pitchbox empowers marketing teams at many of the world’s top brands, publishers, and agencies. Our comprehensive suite of marketing automation software products is trusted by thousands of professionals across 57 countries.

Despite market uncertainties, we’ve noticed an increasing demand over the past three years. With significant investments in AI, automation, and new product development, we are strategically positioned for sustained growth and an ongoing surge in demand for our products in the near future.

Role

This role is sometimes referred to as Customer Success Specialist, Customer Success Analyst, Customer Success Representative, Customer Success Manager, Software Support Specialist, Software Support Engineer, Software Support Analyst, Technical Support Specialist, Technical Support Advisor, Application Support Analyst, Service Desk Advisor, Customer Support Advisor, Customer Support Analyst.

 


How to apply?

Click on the button to get the company email or employment application form.
Apply on home page
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