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iContact for Salesforce Support Specialist

Company Name:
Arca24.com
Salary period: Annual
Additional classifications: Engineering
iContact for Salesforce Support Specialist
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.
This position will be responsible for customer support for the iContact for Salesforce product, an integration between iContact and Salesforce. Email marketing with iContact for Salesforce allows existing Salesforce customers to create, send and track relevant and targeted email marketing without the need to learn a new application. The iContact for Salesforce product is available for download on the Salesforce AppExchange and was awarded the 2010 and 2011 Best Email App awards. This position will provide full-time telephone and live chat support exclusively for customers using the iContact for Salesforce product.
Primary Duties:
ΓΆΒ ΒΆ Responding to technical support, billing, and customer service issues from our customers using the iContact for Salesforce product
ΓΆΒ ΒΆ Providing support through phone and email
ΓΆΒ ΒΆ Documenting cases and following-up on issues from inception through resolution
ΓΆΒ ΒΆ Troubleshooting customer challenges and helping them with our email marketing tools
ΓΆΒ ΒΆ Detecting and resolving problems with customers' HTML messages
ΓΆΒ ΒΆ Interfacing with multiple departments and teams
ΓΆΒ ΒΆ Ability to work on special projects and with flexible hours
ΓΆΒ ΒΆ Maintain admin level knowledge of Salesforce features and functions to help customers utilize our native integration
ΓΆΒ ΒΆ Maintain expert knowledge of iContact for Salesforce, and its features, functions, benefits, and limitations
ΓΆΒ ΒΆ Maintain expert knowledge of the iContact standalone product
ΓΆΒ ΒΆ Perform other duties as assigned
Required/Preferred Qualifications:
ΓΆΒ ΒΆ Minimum 1 to 3 years of training or equivalent experience. Prefer a Bachelor's degree.
ΓΆΒ ΒΆ Minimum 1 year of customer support experience
ΓΆΒ ΒΆ Moderate to advanced HTML knowledge
ΓΆΒ ΒΆ Moderate to advanced Salesforce knowledge
ΓΆΒ ΒΆ Requires excellent troubleshooting skills
ΓΆΒ ΒΆ Ability to maintain confidentiality with sensitive customer and internal information.
ΓΆΒ ΒΆ Strong interpersonal, written and oral communication skills
ΓΆΒ ΒΆ Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative work place
ΓΆΒ ΒΆ Self reliant, articulate, approachable and comfortable with a rapidly changing environment We Offer: Quarterly and annual bonus structure Full benefit package including medical, dental, vision, 401K, and paid time off Work hard, play hard environment To learn more about opportunities please visit EEO/AA employer M/F/D/V

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