Company Overview

ActiveProspect is an Austin-based SaaS company that helps companies acquire customers via consent-based marketing (opt-in leads). Our products are used by leading brands across many industries to efficiently and safely scale these types of campaigns. We give companies the insight and control needed to take real-time action on their leads - by paying the right price, filtering out leads that are unlikely to convert, and routing leads to the right place. In tandem, we help protect companies from Telephone Consumer Protection Act (TCPA) litigation by verifying and documenting proof of consent. 

Job Summary

ActiveProspect is seeking a Customer Support Engineer to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work. You will work with our Support Engineers, ensuring effective time-management, SLA achievement, and a collaborative environment. This is a demanding role that requires exceptional leadership, client relationship management, project management, communication, and technical skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis. 

Responsibilities:

• Work directly with the Implementation & Support Engineers and clients to understand and define their requirements and configure our products accordingly
• Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
• Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
• Work with Implementation Engineers and Client Success Managers to set clear timelines for onboarding implementations or technical projects
• Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
• Adhere to timelines to ensure deadlines will be met by Implementation & Support Engineers
• Effectively manage multiple projects to ensure timely delivery dates are met
• Coordinate with team to ensure proper coverage of projects, ensuring high customer satisfaction
• Work with Customer Experience, drive development and maintenance of internal and client-facing documentation and knowledgebase articles
• Drive the continuous improvement of our implementation methodology and service offerings based on client experiences
• Define and iterate on operational efficiencies on the team, constantly improving our ability to deliver exceptional service, scalably 
• Own and deliver all reporting, SLAs, and leadership metrics 
• Grow the existing team as the company scales quickly 

Qualifications and Skills

• Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
• Ability to learn quickly; become an expert with our products and the supporting technology over time
• Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
• Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
• Familiarity with common web protocols (HTTP, FTP)
• Experience using and managing issue/case tracking systems (Zendesk, Freshdesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
• Excellent customer service, presentation, and writing skills
• Ability to and passion for managing and growing a team while contributing individually
• Internet/online advertising industry experience is a plus
• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment growing a team
• Positive, self-starter attitude and desire to exceed client expectations at every opportunity
• Attention to detail and absolute focus on the quality of work
• Authorization to work in the U.S.

Benefits and Perks

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• Live Music Capital Holiday
• Beautiful office space in Hyde Park (close to Central Market and Hyde Park Gym)
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, disability and life insurance
• Fun office environment with premium coffee, snacks, some lunches, and kegerator provided.

ActiveProspect is an Equal Opportunity Employer