Web Customer Support Specialist jobs in Fort Collins, CO

At Constant Contact, our customers and their business is at the core of what we do! As a Customer Support Specialist I, you will play a crucial role in ensuring that our customers receive the best experience possible. You will be responsible for answering customer inquiries, resolving issues, and providing guidance on how they can optimize the Constant Contact digital marketing product suite to support their small business or non-profit.

What you’ll do:

• Act as a first point of contact and work with a diverse group of small business owners to ensure their success with Constant Contact’s products and services via telephone
• Resolve technical and other support related inquiries and assist in escalations
• Escalate complex issues to the appropriate team members for resolution
• Provide feedback to leadership on defects and enhancements to improve the overall user/customer experience
• Document customer interactions and maintain accurate records in our customer relationship management system
• Educate customers on product features as well as online help resources
• Educate and coach customers on products and services to enhance their online marketing strategy 
• Drive customer engagement to help our customers be more successful business owners
• Provide remote support in a call-center environment while adhering to a consistent and committed schedule

Who you are:

• Tech Savvy: You know your way around a computer. From surfing the web to troubleshooting your smartphone, you have done it all!  Experience in online marketing is a plus!
• A People Person: You find it easy to make connections and empathize with others and can’t imagine a job without interacting with people
• Always Putting Customers First: You enjoy delighting the customer and are willing to go above and beyond to do so
• A Small Business Supporter: You understand that small businesses are an essential part of the economy and like to help the small stand tall
• An Opportunity Finder: When you know a product, you can identify ways for the customer to optimize their results.  This includes making top notch product and service recommendations for add ons / upsells
• A Master Multitasker: You’ll be speaking with customers, reviewing their marketing materials, and navigating our knowledge base – all at the same time
• Dependable: You are a committed professional who can be relied on by our leaders and the customers to adhere to your schedule

What you’ll do:

• Act as a first point of contact and work with a diverse group of small business owners to ensure their success with Constant Contact’s products and services via telephone 
• Resolve technical and other support related inquiries and assist in escalations 
• Escalate complex issues to the appropriate team members for resolution 
• Provide feedback to leadership on defects and enhancements to improve the overall
  user/customer experience 
• Document customer interactions and maintain accurate records in our customer relationship management system 
• Educate customers on product features as well as online help resources 
• Educate and coach customers on products and services to enhance their online marketing strategy  
• Drive customer engagement to help our customers be more successful business owners
• Provide remote support in a call-center environment while adhering to a consistent and
  committed schedule
    

Who you are: 

• Tech Savvy: You have a couple years of work experience.  You know your way around a computer. From surfing the web to troubleshooting your smartphone, you have done it all!  Experience in online marketing is a plus! 
• A People Person: You find it easy to make connections and empathize with others and can’t imagine a job without interacting with people 
• Always Putting Customers First: You enjoy delighting the customer and are willing to go above and beyond to do so 
• A Small Business Supporter: You understand that small businesses are an essential part of the economy and like to help the small stand tall 
• An Opportunity Finder: When you know a product, you can identify ways for the customer to optimize their results.  This includes making top notch product and service recommendations for add ons / upsells 
• A Master Multitasker: You’ll be speaking with customers, reviewing their marketing materials, and navigating our knowledge base – all at the same time 
• Dependable: You are a committed professional who can be relied on by our leaders and the customers to adhere to your schedule 

NEED TO KNOW;

• This role is for a start date of May 6th
• Training for first 6 weeks is 10am-6pm ET, then you move into your assigned schedule
  determined at offer
• Shift may include working Saturdays
• Strict attendance policy during training and beyond
• Capstone completion required at end of training to continue in role