Customer Support Representative

iContact is a four-year old venture-backed 80 person company based in Durham, NC, that provides on-demand software that makes online communication easy. The iContact product is the leading email marketing and online communications platform used by over 17,000 companies worldwide ranging from small businesses to blue chip clients like International Paper, Ford, Bank of America, Super 8 Motel, Symantec, Re/Max, United Colors of Benetton, Nissan, and LG Electronics.

 

The company is seeking a Customer Support Representative.  This position will be joining a dynamic and quickly growing software company in Durham/RTP.  The position will involve responding to support issues, answering questions via phone, providing support via live chat, and assisting customers with the use of our web-based software product. Proficiency with computers, experience with troubleshooting, providing technical support, and knowledge of HTML are all required. Experience with email newsletters, phone queue systems, support ticketing systems, or live chat systems will be a plus. The ideal candidate must possess excellent communication and organization skills and be able to provide top quality technical support to our rapidly growing client base. We are looking for a self motivated individual who works well within a team and will enjoy working in an exciting and dynamic atmosphere.

 


Responsibilities

 

Responsibilities include:Responding to support issues from our customers and trial usersProviding live chat supportResponding to customer and trial users questions by phoneUpdating client user guide as needed and updating video tutorialsDetecting and resolving problems with customers’ HTML messages

 

Salary/Benefits


Salary, commensurate with experience. Excellent benefits provided including health coverage, 401(k) plan, Flexible Spending Accounts, and a great team to work with!