Technical Support Specialist

Our Customer Success & Operations team helps the countless users who rely on Marq understand how to use our product, and we use the incoming user data to improve the health of these products. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers.
As a Contract Product Support Specialist, you'll help launch Marq’s newest cutting edge features and have the opportunity to impact how we help thousands of people around the world through our help centers, online communities, and email support. We represent the voice of the customer and work closely with cross-functional partners across Marq to make our product and processes better. We're looking for people with a passion for helping users get the most out of Marq. If this sounds like you, join us! You will work closely with various functions within Marq to surface user issues, to help make our product better, and to streamline our internal operations. You own the relationships between Marq and users. You are passionate about customers, and want to help Marq customers realize the most value possible from our product. You are an owner, and driven to continually improve the customer experience. We would expect you to work X hours per week. The main hours of operation would be between X and X.
Our mission is to help millions scale designs to elevate brands. And we hold true to our core values of: (1) We Find a Way; (2) We put Teamwork over Ego; (3) We came to Win
Responsibilities
Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflow and proactively identifying consumer needs
Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs
Develop and maintain product expertise and work closely with other support and product teaUpgrade to see actual infombers to resolve user issues
Requirements
Practical work experience
Knowledge of Marq technology, the Internet and social media
Strong people skills to build relationships with our current and potential users
Ability to translate complex technical ideas into simple, easy to understand content
Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results
Excellent problem-solving skills, sound business judgment, strategic and analytical capabilities in a fast-paced environment with evolving priorities
Detail-oriented, organized and a good team player
Bias towards finding solutions vs. shutting down ideas
Preferred Qualifications
Experience working in technology, education, support operations, and/or consulting
A strong understanding of user experience principles, and using rich media and social media for user-focused communications
Technical aptitude and troubleshooting skills to identify and effectively escalate product bugs
Working Hours
We are looking for someone to either work full time or who can work part-time in the afternoon mountain standard time.