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Percolate

Marketing platform that helps brands create and manage content and social media at scale.

Customer Support Associate - San Francisco
San Francisco, CA, US
Job Description / Skills Required

Percolate is The System of Record for Marketing®. With offices in NYC (HQ), SF, Miami, and London, Percolate provides the world’s most complex marketing organizations the visibility, coordination, and governance they need to successfully execute their marketing strategy. Over 800 brands including GE, Unilever, Mastercard, Marriott, Levi’s, Cisco, and Cigna trust Percolate to drive brand and revenue growth.

Percolate’s Global Services and Customer Success team is responsible for designing and delivering a world-class experience for our customers. The work starts even before they become customers. During the sales cycle, we partner with prospective customers to understand and map their priorities and objectives to a detailed implementation plan. During implementation, we partner with our customers to deliver on that plan, with a focus on time-to-value. And ultimately, we support long-term customer success through ongoing services, support, education and adoption programs, all designed to drive value for the customer and our end users. Our goal is to create customers that want to tell their colleagues, friends and business networks about their experience with Percolate, and their belief in The System of Record for Marketing®.

Our Customer Support Associate Program prepares entry level candidates for an exciting and rewarding career. We are looking for a Customer Support Associate to join our Customer Support department to directly support the users of our software platform at the world's largest brands and agencies. The Associate will work with customers and internal resources to triage, research, diagnose, and resolve inbound ticketing software inquiries.

The Customer Support Associate will report to the Customer Support Manager and will partner with Implementation Services, Customer Success, Product Management and Engineering to ensure customers successfully implement, adopt and fulfill the vision of The System of Record for Marketing®.

Requirements
Bachelor’s Degree
Positive, motivated and “doer” attitude
Well-rounded individual with varied interests, experience, and extracurricular involvement
Track record of success in achieving goals
Interest in technology and software, and demonstrated motivation to solve tough technical problems
Aptitude and desire for providing exceptional customer service through conflict resolution
Ability to empathize with customer concerns and comprehend their key business objectives and challenges
Ability to work in a smart way, with speed at scale
Organizational, time management, multitasking ability with attention to detail
Analytical thinking with the ability to recognize patterns in customer submissions
Excellent written and oral communication skills to reiterate in an easily digestible way
Exceptional listener: can understand and interpret complex workflows
Quick learner; ability to master an ever-evolving software platform
Ability to thrive in high-growth and fast-paced work environment
Experience with Zendesk, Salesforce, and other customer service and support systems is a plus, but not required
Proficiency with Google Apps, Apple iWork, Microsoft Office, and other business applications desirable
Responsibilities
Assist customers with primary issues and follow-up questions
Adeptly handle initial bug triage to diagnose customer issues and severity
Deliver a great experience for customers during all interactions
Provide answers to customer questions by utilizing the Success Center and other tools and resources
Attend product and feature training sessions to stay current on software updates
Demonstrate ability to increase knowledge of the product to become an expert of the system
Assist with ongoing Support Team initiatives and projects as needed