Technical Product Specialist

Act as the supporting role for Agillic’s clients and partners in order to answer questions about the platform, propose solutions and debug platform behavior.

Act as a liaison between customers and the business to enhance the overall customer experience with Agillic.

Conduct technical investigations of the product and associated features in order to make sure they work properly for customers.

Be an advocate product expert with in-depth knowledge of the Agillic Platform.

Maintain the Knowledge Base with feature guides, product information and best practices.

Maintain the Developer Portal with developer documentation.

Troubleshoot technical solutions in collaboration with technical personnel with the clients/partner.

Ensure overall client satisfaction with Agillic as a platform.

Provide support in a timely manner via several channels which include tickets, email, telephone, and live chat.

Conduct training sessions and product presentations in order to train our customers in the product.

Develop and maintain vast knowledge of the Agillic product and services.

Improving existing client’s platform configurations by evaluating objectives and specifications, reviewing proposed changes, and making recommendations and solutions.

Create bug reports to R&D in order to make sure features are maintained, if broken.

Documenting Agillic with tech-tips, best practice, and feature documentation.

Prioritize tickets, Bug Reporting to R&D and Case Escalation.

Updating bi-weekly deployment information and release notes.

Assist with E-Learning content development.

Previous experience with Customer Support or Customer Care.

Experience from a SaaS company is considered a plus. 

Has a good understanding of basic computer skills and the ability to learn.

Possesses the ability to communicate effectively in person, over the phone and via text.

Displays the ability to work in a collaborative and team-oriented environment.

(Plus) Experience with Digital Marketing/Marketing Software.

(Plus) Experience with documentation of product related features

(Plus) Experience with CRM/database management

Zendesk (or equivalent CS tool)

Jira (Considered a plus)

Excel 

Other (Marketing Automation Software)

Tech-Savvy

Written and oral communication skills

Commercial mindset