iContact - Product Expert

Company Name:
Salary period: Annual
Product Expert - iContact - Morrisville, NC
Since 2003, iContact has helped small and medium businesses share their stories, ideas, and products through email and social marketing. We take what we know about our favorite small and medium businesses-a trendy boutique hotel in South Beach, the online poster store that helps us decorate our cubicles, even the local coffee shop you'll find us in on Saturday-and we build the online marketing features we know those businesses need to succeed. We then pair our tools with award-winning support and expertise, so our customers never have to go it alone. And we top it all off with great personality, energy, and a commitment to creating a positive wake in our community. iContact is a service of Vocus.
Vocus provides leading cloud-based public relations and marketing software that enables companies to acquire and retain customers. The company offers products and services to help clients attract and engage prospects, nurture and convert customers, and measure and improve PR and marketing effectiveness. More than 16,000 annual subscription customers across a wide variety of industries use Vocus software. The company is headquartered in Beltsville, MD with offices in North America, Europe and Asia. For more information, visit or call 345-5572.
Duties and Responsibilities:
ΓΆΒ ΒΆ Respond to technical support, billing, and customer service issues from our customers and trial users
ΓΆΒ ΒΆ Provide support through phone, live chat, email
ΓΆΒ ΒΆ Document cases and follow-up on issues from inception through resolution
ΓΆΒ ΒΆ Troubleshoot customer challenges and assist them with our email marketing and public relations tools
ΓΆΒ ΒΆ Detect and resolve problems with customers' HTML messages
ΓΆΒ ΒΆ Ability to work flexible hours
ΓΆΒ ΒΆ Handle escalations from Tier 1 Support Representative
ΓΆΒ ΒΆ Perform other duties as assigned
ΓΆΒ ΒΆ Minimum 1 to 3 years of experience in Technical Support/Call Center environment. Prefer a Bachelor's degree.
ΓΆΒ ΒΆ Moderate to advanced HTML knowledge
ΓΆΒ ΒΆ Some familiarity around SQL
ΓΆΒ ΒΆ Excellent troubleshooting skills
ΓΆΒ ΒΆ Strong attention to detail
ΓΆΒ ΒΆ Ability to maintain confidentiality of sensitive customer and internal information
ΓΆΒ ΒΆ Strong interpersonal, written and oral communication skills
ΓΆΒ ΒΆ Basic knowledge of email marketing and public relations
ΓΆΒ ΒΆ Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace
ΓΆΒ ΒΆ Self-reliant, articulate, approachable and comfortable with a rapidly changing environment

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