Employer: Listrak

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 family-run, 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.

About the role:

As a Technical Support Analyst, you’ll provide technical support and issue resolution for the Listrak Platform to customers and internal teams. This role handles troubleshooting and resolution of requests through phone, email, and online chat during and outside of regular business hours.

You should have…

  • Bachelor or Associate degree in Computer Science or related field
  • 1+ year of experience in a technical support role is required
  • Basic knowledge of HTML and CSS is required
  • Experience with website programming languages such as ASP .NET, JavaScript, C#, PHP
  • Understanding of Linux and DNS
  • Strong technical writing ability
  • Strong analytical skills and fluency with technical concepts
  • An understanding of the installation, troubleshooting, and optimization of technology products
  • Ability to manage multiple support cases and demonstrated skill at managing multiple priorities

You should be…

Reliable, energetic and customer focused as well as empathetic with proficient soft skills; self-directed when necessary, but able to work in a team environment; an excellent oral and written communicator as well as organized, detail oriented and a strong problem solver and troubleshooter.

What You’ll Do

Technical Support Analysts troubleshoot and resolve a variety of issues including platform, HTML, CSS, JavaScript, and API. You will manage support ticket queue and documentation, handle requests professionally with a positive problem-solving attitude, meeting client satisfaction measures and maintain and exceed KPIs such as response times, resolution times, first contact resolutions, number of responses, etc.

You’ll continuously develop knowledge of the Listrak platform and solutions, manage escalations and coordinate with internal SMEs/department, and communicate issues and trends to management and other departments to reduce recurring issues and drive improvement