Support Engineer

3 days ago

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ActiveProspect

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ActiveProspect is a technology company specializing in consent-based marketing solutions that help businesses streamline their lead-buying processes. Their platform focuses on acquiring qualified prospects, protecting against litigation risk through documented proof of consent, and enhancing lead quality. ActiveProspect's key products include TrustedForm for independent lead certification and legal compliance, LeadConduit for optimizing lead acquisition, and LeadsBridge for automating workflows. The company serves industries such as insurance, financial services, home services, and more, providing tools for marketers to acquire leads at scale while ensuring compliance with legal standards like TCPA. With over 20 years in the industry, ActiveProspect brings transparency and trust to online lead generation.

Internet lead validation • lead delivery • tracking and reporting

51 - 200 employees

Founded 2015

📋 Compliance

💰 Series A on 2020-04

📋 Description

• Actively review and create internal and client-facing documentation and knowledge base articles • On call (after hours) support required periodically for urgent customer requests • Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations

🎯 Requirements

• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role • Experience in a start-up environment • Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions • Ability to learn quickly; become an expert with our products and the supporting technology over time • Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution • Positive, self-starter attitude and desire to exceed client expectations at every opportunity • Attention to detail and absolute focus on the quality of work • Ability to read and understand modern web pages at the HTML/JavaScript/CSS level • Familiarity with common web protocols (HTTP, FTP) • Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems • Excellent customer service, presentation, and writing skills • Internet/online advertising industry experience is a plus

🏖️ Benefits

• A collaborative work environment with the freedom and opportunities of a startup culture • A global, remote-first company that encourages occasional team get-togethers • Life and work balance • Flexible vacation time • Retirement plan matching up to 3% of your salary • Varied options for health, dental, vision, disability and life insurance