Location: New York, NY, OR Remote Option (**Open to working RWest Coast/PST hours)

Conductor is seeking an customer centric, results oriented support guru who thrives on providing support through many different channels of communication – including email, phone, chat, and forums. The ideal candidate is a self-starter who possesses fantastic troubleshooting skills, is driven to help customers, and has the ability to dive deep into a new product to learn it inside and out.

Responsibilities:

• Provide support for all technical queries from customers related to Conductor’s platform via live messaging/chat and asynchronous channels as well as providing resolution for escalated technical issues
• Own the customer experience and work to exceed their expectations.
• Partner with other teammates using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity
• Consistently look for solutions to problems and propose improvements if something could work better
• Drive product change and improvement to make Conductor the top tier Organic Marketing Enterprise SEO & Content platform
• Develop a deep knowledge of Conductor’s platform to remove technical barriers for our Customers and help them navigate a variety of tools within the Conductor Platform

Required Skills:

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Excellent organizational, written, and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to highly technical users in our tickets as well as knowledge base articles
• A strong sense of urgency
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A true problem solver that loves a challenge
• Passion for customer service and technology
• Ability to organize and prioritize responsibilities under pressure
• Some experience in Technical Support or Customer Service or relevant internship experience highly desired

 Preferred:

• Bachelor’s degree in Engineering, Computer Science, or related field or equivalent experience
• Familiarity with HTML, XML, JavaScript, CSS and SQL
• Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends
• Experience troubleshooting in a SaaS environment

Conductor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.