JOB DESCRIPTION AND DETAILS
Who is Return Path?
Return Path is a global Data Solutions Provider that helps the world's leading companies promote and protect their brands. Every minute of every day, our clients and partners trust our data and insights to help them build closer, safer, and smarter relationships with their customers. Our unique and proprietary data platform, SaaS products, and professional services allow our customers to generate more revenue and engagement from their marketing campaigns, protect their brands and their consumers from fraud, better understand competitors' strategies and performance, and gain unparalleled insights into the behavior of millions of consumers.
The Impact You'll Have at Return Path
The Technical Support Representative is a service-oriented problem solver. Our support team members have strong analytical skills and can view and analyze situations from a very logical, systematic perspective. They live for challenging problems to solve and thrive on the structured process of breaking down a problem to its simplest elements while analyzing possible solutions systematically. They also live to delight clients with fast, powerful, accurate solutions to their problems. Primarily, the Technical Support Representative will provide excellent service to customers or internal users when they are faced with issues they cannot resolve. In addition, this person will work on a collection of the activities lists below:
Act as front-line support to assist customers with the resolution of email deliverability issues
Provide Tier 1 support to assist customers with using Return Path products
Analyze customer delivery performance using proprietary RP tools, publicly accessible tools and data from provided by the client to determine the root cause of email deliverability issues.
Modify user accounts, contacts and IP addresses for clients upon request
Answer inbound customer inquiries such as resetting passwords and product questions
Perform and document Feedback Loop (FBL) requests and audits and White List (WL) requests and audits
Review client specific data trends or nuances to determine cause of results in Return Path tools or data
Be responsible for generating, formatting and preparing initial reports based on client specific data
Review inbound inquiries and communicate with other departments within the company as appropriate to resolve customer issues
Consistently maintain excellent customer satisfaction ratings
Collaborate closely with cross-functional teams as means for escalation
What does it take to be successful in this role?
Ability to contribute to patterned shift schedule, potentially including overnight or weekends, in support of 24/7 coverage model
Ability to troubleshoot customer problems and assist with basic product questions
Ability to work independently with little supervision and to seek assistance proactively to meet role-specific KPIs
Proven ability to work in a fast paced, iterative department with rapidly changing conditions
Proven ability to interact with customers in a professional, credible manner
Write and speak to clients in a clear, concise manner appropriate for the audience
Ability to understand client's end goal and vary troubleshooting and interaction to reach issue resolution
Adapt communication content, message, style, and terminology based on the audience
Experience working in a customer service environment a plus
Demonstrated ability to learn quickly, both about businesses and technologies
In addition to the above, you must be a good fit at Return Path. To be successful here, you must demonstrate Personal/Professional Growth, Professionalism, Execution, and Strategic Thinking; have a Positive Impact and a great sense of humor.
At Return Path, we are building an extraordinary company that helps people and businesses communicate more reliably, effectively, and securely. We put people first, do the right thing, and succeed together.
We have a strong belief that our people are the most important part of our business. We incorporate this philosophy into our practices and we live it every day. This means we have generous traditional benefits and take a lot of time to focus on quality management and leadership development. We also strive to ensure each person in the company is in the right job, knows how his or her job contributes to the overall company mission, and has a clear sense of career growth and direction. We have great employee retention over the years because people love coming to work here and really feel like they're part of something special.
Do the right thing
The Return Path experience is a two-way exchange. We expect you to give us your best every day, and you can expect the same from us. In exchange for your talent, your energy, and your unique contributions, we will strive to give you what you need to live a balanced, healthy life. This means more than competitive pay and benefits--it means offering the freedom and flexibility to create your ideal experience inside and outside the office.
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