Client Support Specialist
Bangalore, Karnataka, IN
6d ago

PathFactory helps B2B marketers understand the role of content in the buyer'™s journey and discover a new class of data to optimize the path to purchase. PathFactory uses this data and insight to optimize content delivery across every channel, connecting buyers with the most relevant information whenever and wherever they click.

PathFactory was recently named the inaugural Visionary CX ISV Partner of the Year award winner in the 2020 Oracle Markie Awards and recognized as one of the fastest-growing companies in North America on Deloitte's 2020 Technology Fast 500. It was also named the 2020 Top-Rated Content Marketing Software by TrustRadius, a Fall 2020 Content Experience Leader by G2, and a 2019 Cool Vendor in Technology Marketing by Gartner.

We are looking for someone to join our Customer Experience team in a position that is dedicated to helping our customers work through any challenges they encounter as they adopt our software.

The successful Support Specialist will have proven experience providing technical support to end users. You are deeply curious and passionate about helping customers (both internal and external) . You will join a small but dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS and JavaScript. 

Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution. As our support team grows, we'll look to you to create repeatable processes that are efficient internally for PathFactory while also being smooth and delightful for our customers.

Here's what we are looking for:

On the skills and experience front:

  • You are someone who people get excited to work with. You are not afraid to take ownership of issues/tasks because you recognize how important that is for a well-functioning team
  • You have excellent written and verbal communication skills 
  • You have the aptitude and capacity to learn new skills. You're not afraid to log in to a new software application and use it or Google new concepts you did not know before
  • You are organized and can juggle competing priorities with grace
  • You are a self-starter who is also an excellent team player
  • You can prioritize tasks and work independently with minimal supervision
  • You are able to empathize with customers in a genuine way that lets them know you care about their issues
  • You enjoy dealing with technical issues and have an ability to explain them in simple terms
  • You have a natural ability to 'œzoom out' of a problem, in order to ask the right question
  • You feel comfortable with Jira, Intercom and Salesforce
  • 1+ years experience in support, call centre, or customer service role
  • Nice to Have:

  • A background in supporting Eloqua, Marketo or Pardot as a Support Analyst or Marketing professional is an advantage
  • You have experience in a client-facing support role in a tech/SaaS environment
  • Knowledge of CSS/HTML/Javascript 
  • Location:

    This is a remote role in India preferably in Bangalore, Delhi or Hyderabad. This job requires flexible work hours, in shifts, between the hours of 9am-8pmEST. 

    Why is working for this leadership team a great career experience?

    PathFactory CEO, Dev Ganesan, is the former CEO of ItemMaster, a product content management company and PathFactory customer that was acquired by Gladson (now Syndigo) in January 2019. Prior to ItemMaster, he led Fishbowl, Inc., a leading restaurant marketing and analytics company, and Aptara, a digital content and publishing leader. Ganesan has in-depth experience in building and scaling companies in the digital, mobile, content, and data analytics industries. He is the recipient of the Ernst & Young 2017 Entrepreneur-of-the-Year award, Future 50 award in 2014 and 2013, and was recognized as a Washington Tech Titan in 2013.

    PathFactory COO, Helen Baptist, brings extensive SaaS go-to-market experience spanning the complete customer lifecycle, specializing in aligning revenue and customer teams to drive significant results and return on investment. At ItemMaster, she oversaw sales, marketing and customer success, resulting in 84% YoY growth and a 74-point improvement in customer satisfaction. Prior to ItemMaster, she was Senior Vice President of Marketing and Partnerships at Fishbowl, a restaurant customer engagement platform that was acquired by a private equity firm in 2017, and held a number of senior roles at AARP and Carlson Marketing (now Aimia).

    Why Work at PathFactory?

    This is where we get to boast a little about why we're awesome and why it would be awesome for you to work with us. PathFactory is a fast-growing, innovative marketing technology company with a corporate culture that values individuality and diversity. We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly and highly collaborative work environment. PathFactory's leadership is transparent, approachable, and committed to the growth of each and every team member. Weekly all-hands meetings, company events and a quarterly Founders' Award for the team member who best embodies our values '“ these are all cherries on top of the PathFactory cake!

    Don't forget to check out our TrustRadius and G2 Crowd reviews to hear from our customers too.

    Interested? We'd love to hear from you

    If you believe you have the right stuff, apply below. Attach your resume and a short cover letter telling us why you are the right person for this job! We are marketers, not HR people, so feel free to let a bit of your personality come through. .pathfactory 

    PathFactory is an equal opportunity employer.

    It prohibits discrimination based on age, colour, disability, national origin, race, religion, sex, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. PathFactory is committed to creating and maintaining an inclusive and accessible workplace. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

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