About the Role: Technical Support Associate I

Work Location: Noida

We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.

Responsibilities:

• Provide exceptional Support to our customers; ensuring case management, Service Level Targets and C-SAT goals are met
• Ensure prompt and complete resolution of technical challenges and business issues
• Advocate customers' priorities internally within Marketo
• Serve as an authority, in specific functional and technical areas of the Marketo technology​
• Communicate clearly and precisely with your customers in written and verbal form, and maintain accurate and timely records in our case tracking system
• Share standard methodologies with team members to improve the quality and efficiency of customer support and contribute to the knowledge base
• Be part of a 24x7 Support Team

Required Skills / Experience:

• Must be a technical graduate
• At least 2 years of progressive experience diagnosing and resolving problems in a complex software environment
• Technical Support or implementation experience, supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications ideally in a SaaS environment
• Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects involving multiple departments.
• Superior communications skills (presentation, written, and verbal) and demonstrable ability to communicate effectively with all levels of professional staff. Ability to explain complex concepts simply.
• Excellent analytical skills and ability to navigate challenging situations in a professional manner.
• Ability to multi-task and perform effectively under pressure
• Experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS)
• Fluency in multiple languages a plus.
• General cultural awareness, particularly for agents who are supporting customers in region other than the one they're located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers)