Customer Support Specialist - East at Attentive

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing, Ecommerce, TechnologyIndustries

Requirements

1+ years of experience in customer support or a customer-facing technical role
Bachelor’s degree (or equivalent experience)
Strong written and verbal communication skills; comfortable interfacing with customers daily over email and live chat
Technical curiosity with ability to troubleshoot complex issues; familiarity with APIs or SQL is a plus
Prior experience with SaaS or ecommerce platforms preferred
Based in eastern time zone, with availability for occasional on-call and rotating holiday coverage
Extremely detail-oriented, organized, and adaptable in fast-paced, evolving environments
Collaborative with ability to work effectively across product, engineering, sales, and marketing teams
Comfortable quickly learning and mastering new tools and processes
Growth mindset with a strong interest in startups, software, and entrepreneurism

Responsibilities

Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
Troubleshoot technical platform issues
Advise our customer on best-practices with the Attentive platform and its use cases
Assist customer with urgent needs and help usher them to the best solutions and across our platform and the business
Act as first line of defense for triaging & debugging platform health issues
Exceed customer expectations on response quality, timeliness of responses and overall customer experience
Continuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry
Help translate customer feedback into specific product requirements

Skills

Key technologies and capabilities for this role

Customer SupportTechnical TroubleshootingIssue ResolutionProfessional CommunicationEcommerceSMS MarketingEmail CampaignsCross-functional CollaborationProduct Expertise

Questions & Answers

Common questions about this position

What experience is required for the Customer Support Specialist role?

Candidates need 1+ years of experience in customer support or a customer-facing technical role, along with a Bachelor’s degree.

What are the main responsibilities of this position?

The role involves responding to customer needs via email and live chat, troubleshooting technical platform issues, advising on best practices, and translating customer feedback into product requirements.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills make a strong candidate for this role?

A strong candidate combines high-level professional communication skills with the ability to analyze, troubleshoot, and resolve complex technical issues, plus a drive to become an expert on the platform and ecommerce industry.

Attentive

Personalized SMS marketing solutions for businesses

About Attentive

Attentive provides personalized SMS marketing solutions that help eCommerce businesses and direct-to-consumer (DTC) brands engage their customers through targeted text messaging. The platform uses APIs and webhooks to allow businesses to easily create and manage custom SMS campaigns. Unlike its competitors, Attentive operates on a subscription-based model, offering various features and premium customization options, which helps clients increase customer engagement and sales. The company's goal is to enhance customer relationships and drive revenue growth through effective communication.

Hoboken, New JerseyHeadquarters

2016Year Founded

$839.5MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees