Technical Support Analyst (Remote Optional)

About Listrak:

We are a SaaS company that offers an integrated digital marketing platform trusted by 1,000+ leading retailers and brands for email, text message marketing, identity resolution, behavioral triggers and cross-channel orchestration. Our HQ is in Lititz, PA, but we have employees spanning over 30 states (and growing!). We are a 350-person organization led by a passionate leadership team that is invested in bringing together diverse, creative, intelligent minds to create an amazing workplace and product. Want to know more? Follow this link to check out more about our culture: https://bit.ly/ListrakRecruiting

About the role:

The Technical Support Analyst functions as a first point of contact for the Listrak Platform during and outside of regular business hours. He/she field and troubleshoot phone calls, emails, and online chat sessions from Listrak clients, partners and internal employees until incident resolution is achieved.

Normal working hours for this position will be Monday-Friday 8:30pm – 5pm EST

• Coordinates contact with vendors as needed to assist with support activities.
• Troubleshoot and adjust a wide variety of concepts and issues including HTML, CSS, JavaScript, and API. Think critically and use teamwork to resolve client issues; reduce escalations and achieve quick, correct, and permanent resolutions.
• Adapt and communicate professionally and in a positive tone in all situations; technical communication must be detailed enough to understand next steps or resolution and free of jargon.
• Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures.
• Maintain and exceed KPIs such as response times, resolution times, first contact resolutions, number of responses, etc.
• Continuously develop knowledge of the Listrak product and offerings which will prepare for resolving incoming requests; attend training sessions to master Listrak's products and services.
• Communicate issues and trends to management and other departments to reduce recurring issues and improve the Listrak Platform; documents information about the issue and fill out information in the case correctly.
• Communicate escalations with client; ensure that ticket includes troubleshooting efforts and client details, which will be passed on to Senior Technical Support Analysts.
• During assigned week for on-call rotation, be responsible for providing 24/7 phone support.

You have:

• Excellent oral and written communication skills
• Understanding of Linux
• An understanding of the installation, troubleshooting, and optimization of technology products
• Bachelor or Associate degree in computer or technology related field is preferred
• Strong technical writing ability
• Must have customer support experience
• Basic understanding of DNS
• Customer Support-related certifications are a plus
• Experience with other web site programming languages such as ASP .NET, JavaScript, C#, PHP
• Ability to manage multiple support cases and demonstrated skill at managing multiple priorities
• 1+ years of experience in a technical support role is required
• Basic knowledge of HTML and CSS is preferred.
• Knowledge of CRM software
• Strong analytical skills and fluency with technical concepts
• Experience with web conferencing technologies such as Zoom or GoToMeeting

Why join Listrak?

At Listrak, we take every voice into consideration—we invite and encourage our employees to help us solve problems and anticipate the unknown. We invest in our employees and work to grow and develop you in your career. We are highly collaborative and team oriented, and we take pride in our culture at Listrak!

Some of our amazing benefits include:

• Education and Gym Reimbursement
• Volunteer Time Off
• Open Time Off
• Adoption and Fertility stipend
• Remote and Hybrid Work Options*

We also encourage our employees to have work/life balance, with benefits like generous time off, remote capabilities, and volunteer time off. We love to give back to our community (and yours!) and we take our social responsibility seriously, sponsoring and hosting local high school tech programming, volunteering our space for community organizations, and donating time and resources for non-profits like Meals on Wheels, Habitat for Humanity, and our local YWCA.

Come join our growing team!

Listrak is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.