Customer Advocate - Technical Support - job 2 of 2

Location: New York, NY

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

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Compensation: Conductor maintains competitive, performance-based compensation programs.

The base salary range for this role is currently $52700 - $70200. Actual base salary offered may vary within this range based on education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.

Benefits: Conductor offers the following attractive benefits and perks including: 100% covered employee medical plan, a dental & vision plans, 401(k) with employer contribution, an unlimited vacation policy, 10 sick days, short-term disability, long-term disability, generous paid parental leave, Employee assistance program, flexible savings accounts, paid holidays, life and accidental death insurance, and a host of perks (YOLO Months, internet/cell phone allowance, fully stacked kitchens, etc.).

Conductor, LLC. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

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