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20 Mar 2017

Full-Time 3rd Line CRM Support Engineer

dotmailer – Posted by dotmailer Sydney, New South Wales, Australia

Job Description

We’re looking for a Technical Support Consultant to join our growing team at dotmailer (www.dotmailer.com). dotmailer is a global email marketing automation provider headquartered in London. Our market-leading platform empowers our clients marketing and ecommerce teams to create engaging and relevant email marketing programs. We continue to experience exciting growth in our business since we began in 1999. As part of our continued growth we are looking to grow our Australia team alongside existing operations across the UK, Eastern Europe and the USA.

Working in our Australian team, this role will require someone who can take ownership of all Australian customer support issues, from the simpler end user questions through to technical integrations with key business systems such as Magento and Salesforce.

You need to have a fantastic customer focused approach to your work, with the ability to understand customer requirements and ensure the right solution is delivered with appropriate communication. You may be dealing with a marketing executive in one call that needs a password reset, and then discussing the technical aspects of the Magento integration with a developer on the next.

You will need excellent time management and work prioritization skills and be a fast learner able to quickly pick up new technologies. Ideally you have previously worked for a major ESP, email technology or ecommerce company.

Responsibilities

  • Respond to 1st, 2nd and 3rd line support requests via telephone, chat and email and escalating to the development team if required.
  • Log and manage all support requests via the support software (Zendesk)
  • Ensure all support requests are managed within our standard SLA and internal processes
  • Liaise with the main UK support team and other key departments to ensure resolution of issues
  • Be a subject matter expert in key dotmailer integrations – specifically Magento, Salesforce and MS Dynamics
  • Take ownership for customers on-boarding with key dotmailer integrations

How to Apply

https://www.dotmailer.com/apac/about-us/careers/3rd-line-support-technician/

Job Categories: Engineering. Job Types: Full-Time. Job Tags: engineering, Integrations, Magento, MS Dynamics, salesforce, and technical support. Salaries: 80,000 - 100,000.

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