The Customer Support Representative position is based in Emeryville, CA and reports to the Manager, Customer Support. Customer Support Representatives respond to technical customer issues related to Lyris products.
Customer Satisfaction through the management of cases by phone, portal and chat is the primary responsibility. This team receives the first contact from external and internal customers. This role will create cases with accurate information and manage case to closure when possible.
Handle case escalations promptly as required.
Monitor cases for compliance with Lyris corporate SLA’s.
Maintain strong knowledge of LyrisHQ and List Manager.
Communicate customer feedback and user experience to other internal teams and senior management.
Contribute to knowledge base solution authoring.
Other projects as assigned.
Strong listening skills and empathy for the customer’s situation
Strong communication skills both verbally and in writing
Must possess the ability to manage changing priorities and possess multi-tasking skills
Must possess the ability to document issues clearly and accurately
Ability to work in a fast paced environment
Willingness to learn
Knowledge of computer operating systems
Knowledge of Internet SaaS applications
Working knowledge of the following applications: SalesForce.com Service Cloud or equivalent CRM system, MS Office applications, MS Outlook and other mail clients
Knowledge of API technology
Knowledge of Networks and Network Protocols Database
Knowledge in at least one of the following: SQL, SQL Server, Oracle & MySQL Programming
Web Analytics troubleshooting and resolution capabilities Landing Pages and how they are used and deployed by a customer On-line Chat tools and Social Networking applications
Minimum 3 years in a customer facing environment
BS in Computer Science or equivalent certifications and experience
HTML experience a plus
Experience with SaaS based products a plus
Email Marketing campaign knowledge a plus
Lyris helps companies engage with their customers in relevant and meaningful ways; we transform digital marketing through the use of advanced technology and services that increase customer engagement, conversions and revenue at every opportunity.
Lyris uniquely combines a heritage of pioneering innovation with technology to help businesses achieve value across all their electronic marketing investments. By actively informing message flows with real-time customer data, Lyris empowers companies to manage the customer experience as it is taking place. With more than 15 years’ experience and tens of billions of digital messages processed by our systems, Lyris is continuously transforming the ways companies deliver value to their customers.
Lyris' high-performance, secure and flexible digital marketing platforms, Lyris ONE, Lyris HQ and Lyris ListManager (Lyris LM), radically improve digital marketing efficiency by providing automated message delivery, robust segmentation and integrated social, mobile, CRM and analytics. The Lyris portfolio is comprised of both in-the-cloud and on-premises solutions, combined with customer-focused services and support. Over 5,000 organizations worldwide are using our technology to manage their digital marketing programs