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Client Support Specialist

Support – Mohali, Punjab
Department Support
Employment Type Full-Time
Minimum Experience Experienced


Maropost India Private Limited (Canada’s 4th fastest growing tech company)

Headquartered in Downtown Toronto, Canada.

Global Presence: India (Mohali) + US (New York)

Maropost is the leading provider of on-demand email and digital marketing solutions. Our Software as a Service Marketing Cloud technology provides organizations a single platform to connect with customers via marketing automation, mass and transactional email, social media, mobile messaging, landing pages, and more. Thousands of marketers and hundreds of enterprise brands use the Maropost marketing platform worldwide! 

Salary offered: No bar for the deserving one (based upon performance in the interview+ current salary package).

Benefits: PF+ Free Medical insurance+ Accidental insurance + Free Gym+ corporate parties/events etc.

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 What you will be responsible for:

  • Provide post-implementation product support to customers 
  • Manage customer support cases/tickets on a daily basis, which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving issues including: 
  1. Responding to Customer-reported issues in a timely manner per our SLA
  2. Communicate progress of resolution/status to the customer in a timely fashion and/or per service level agreements
  • Manage escalations and expectations for both the customer and Internal personnel
  • Coordinate with Product Management, Product Operations, and Development teams in identifying, reporting, and resolving product issues.
  • Author, edit, publish and maintain solutions of known issues/solutions 
  • Achieve subject matter expertise in the ExactTarget platform including:
  1. API - REST, WebServices, XML
  2. Partner Integrations
  3. Custom Product Lines
  4. Understanding of MYSQL database and reading/implementing/execution of queries

 Work with the internal Maropost team to:

 Act as a customer advocate and liaison to Maropost executive leadership, customer support, product management and engineering.

 Work within a driven and highly motivated team to provide a world-class client experience for some of the world's largest brands.

Ensure that all customers within the territory derive maximum value from their investment in Maropost.

 Some extra things you will do:

  • Become an expert in an enterprise-class digital marketing platform
  • Develop an expertise in a broad range of digital marketing channels including email, mobile (text, push, and in-app messaging), social media, and display advertising. 

Experience: 3-6 years of experience in customer/client support, focused on the digital space.

Must Have Skills:

  •  An entrepreneurial spirit
  •  Superior problem solving and creative skills
  • An obsessive, compulsive desire to understand "why" and "how"
  • A love for data, and comfort with math, calculations, and analysis
  •  A passion for creating things online
  • A passion for creating things online
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  • Location
    Mohali, Punjab
  • Department
  • Employment Type
  • Minimum Experience
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