Support Analyst

As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space.  This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products.  

Responsibilities 

• Provide customer support for Acoustic products including: 

1. Responding to inbound customer phone, chat, web, and email inquiries 
2. Listening to customer needs and concerns 
3. Diagnosing and troubleshooting of technical and product issues. 
4. Maintaining detailed documentation of customer interactions 
5. Providing guidance & best practice recommendations on product related issues 
6. Escalate relevant cases to L3/Engineering teams with appropriate input information and maintain ownership of through resolution. 
7. Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed 
8. Follow Acoustic guidelines and processes for case handling 

• Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners.  

• Develop understanding and become certified on Acoustic software products 
• Observe trends in customer cases, identify areas of improvement, or initiate proactive measures 
• Assist with other reasonable duties as may be required being adaptable to ever changing business needs. 
• Rotating shift work is required.  Includes weekend and holiday on-call rotation. 

Requirements

• 2+ years customer service experience in IT 
• Proven ability to provide exceptional customer experience including the ability to simplify complex application information to effectively communicate with business users.
• Experience in web technology and academic understanding of applications and code.  
• Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts  
• Bachelor’s degree in IT or related field. 
• Ability to achieve performance targets with minimal supervision. 
• A collaborative, teamwork and learning mind-set. 
• Strong analytical and problem-solving skills. 
• Service-minded and customer-focused attitude.

Preferred Qualifications 

• Bachelor’s degree 

• Fluency in second language, preferably Spanish, French, or Japanese 
• Experience with web applications, digital marketing solutions, content management systems or analytics software.  
• Coding skills in any language