Support Analyst

Acoustic is a quickly growing marketing technology company. As the largest independent marketing cloud, we help to free marketing professionals from the burdens of repetitive tasks so they can focus on what really matters. With a rich technology heritage and an exciting future, we're looking for talented professionals to join us on this journey.

Role Description

As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer's biggest marketing challenges. This role provides an exciting opportunity to leverage your customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products. This includes providing support through a variety of methods including telephone, web chat, and e-mail.

Your main tasks in the role of Support Analyst

• Develop a deep understanding of Acoustic software products.
• Drive resolution of support cases reported by customers through the support channels.
• Analyze, investigate, troubleshoot, document, and track support case status from first response to resolution.
• Provide guidance, assistance, and follow-up on customer questions.
• Address customer cases with appreciation for business context/justification.
• Collaborate with other support teams on cross-functional or complex cases.
• Escalate relevant support cases to Level 2/Engineering teams with appropriate input information and maintain ownership of support cases from escalation to resolution.
• Serve as a subject matter expert on the product's features, functionality, and usage.
• Observe trends in customer cases, identify areas for improvement, or initiate proactive measures.
• With a focus on customer experience, simplify complex application information to effectively communicate with the end user.
• Prepare FAQs, upgrade notes, knowledge base articles, and other support documents.
• Follow guidelines, best practices, and processes for case handling.
• Provide coverage for 3:30pm-0:30am IST or 8:30pm-5:30am IST
• You also will participate in an on-call rotation that will include holidays, after-hours, and weekends.

Requirements

• 3+ years of experience in a support role for a multinational company, driving resolution of support cases reported by customers.
• Strong analytical and problem-solving skills.
• Proven ability to provide an exceptional customer experience including the ability to simplify complex application information to effectively communicate with the end user.
• Ability to communicate effectively in English, both in writing and verbally.
• Ability to work effectively under pressure.
• Strong procedural knowledge of customer support.
• Strong experience in effectively handling difficult customer situations.
• History of consistently meeting established individual performance objectives.

Nice to Have Qualifications

• Bachelor's degree in Informational Technologies
• Experience with ITSM systems (Salesforce, ServiceNow)
• Experience with Atlassian Tools (JIRA, Confluence)
• Experience with web applications, digital marketing solutions, content management systems or analytics software.
• Tier 2 support experience