About Ambassador Software
Ambassador is an end-to-end customer-led growth SaaS platform that helps brands grow their revenue and profit through engagement, retention, and rewards. We're proud to support the growth of nearly 200 global brands with more than 100 million customers in over 180 countries.
Ambassador is rapidly scaling. To support this growth, we're searching for a highly motivated Marketing Specialist who can help coordinate our go-to-market initiatives while also fostering engagement and advocacy with our nearly 200 clients. The ideal candidate will have experience in various marketing functions within a SaaS company, including communications, digital acquisition, and general marketing operations. The Marketing Specialist must be an organized multitasker, able to handle many diverse projects simultaneously and meet tight deadlines.
About the role
As a Tier 2 Support Representative, you will be the go-to expert for our customers facing advanced technical challenges. You will work collaboratively with the Tier 1 team and other internal departments to diagnose complex issues, troubleshoot effectively, and deliver exceptional customer service. You will also play a vital role in identifying and documenting product bugs and improvements.
What you"ll do
Provide advanced technical support: Diagnose and resolve complex technical issues for customers via phone, email, and chat.
Escalate issues effectively: Identify and escalate critical issues to the appropriate internal teams for further resolution.
Collaborate with Tier 1 support: Assist clients with resolving more challenging tickets and share your technical expertise.
Document solutions: Create clear, concise, internal documentation and collaborate with the Product Enablement Manager to generate knowledge base articles based on resolved issues.
Identify product improvements: Proactively suggest product enhancements based on customer feedback and support interactions.
Stay up-to-date on technology: Continuously learn and develop your technical knowledge to stay ahead of industry trends and product updates.
Maintain high customer satisfaction: Deliver excellent customer service with a positive and proactive attitude.
Qualifications
Minimum 2 years of experience in technical support, within a SaaS environment.
Strong understanding of networking, operating systems, and troubleshooting methodologies.
Intermediate experience with REST APIs, HTML, and JavaScript as required; with experience with Shopify, Hubspot, and common payment platforms as a plus
Excellent communication, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Detail-oriented and organized with a strong work ethic.
A passion for learning and staying up-to-date on new technologies.
Bonus Points
Javascript, HTML, Python Django Rest Framework, REST (Preferred candidates would have at least two of these.)
Proven ability to identify and document product improvements.
Foreign language skills (if applicable).
Benefits
Competitive salary and benefits package.
Opportunity to work with cutting-edge technology.
Fast-paced and dynamic work environment.
Career growth and development opportunities.
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