Funnel Agency - Boston, MA
posted 20 days ago
Full-time - Mid Level
Boston, MA
251-500 employees
Administrative and Support Services
About the position
The Technical Support Specialist role at Funnel involves managing user queries related to the Funnel Data Hub and Measurement. This position is part of a global support team and focuses on troubleshooting, analyzing data, and collaborating with various departments to enhance customer experience and product quality. The ideal candidate is service-oriented, analytical, and thrives in a fast-paced environment.
Responsibilities
- Help business customers troubleshoot product and usage challenges.
- Analyze customer and support data to identify trends and opportunities for proactive improvements.
- Triage requests and communicate information to relevant teams (e.g., Development, Product, Customer Success).
- Collaborate with the Product Development team to deliver optimal solutions for customers.
- Lead and participate in initiatives to improve the Funnel product.
- Contribute to knowledge base content for easy access to relevant information.
- Prioritize and elevate issues and trends by providing actionable insights.
Requirements
- Minimum 2 years of experience in technical support management handling B2B customers.
- Strong technical understanding with exceptional analytical and problem-solving skills.
- Great written communication skills for creating clear instructional content.
Nice-to-haves
- Experience working in a SaaS company with knowledge of digital advertising and analytics.
- Knowledge of any programming language.
Benefits
- Flexible work arrangements during summer months and holidays.
- In-person collaboration in the Boston office, with a minimum of four days a week in the office.
