Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About Us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this We are the #1 AI-native platform for Customer Experience and Marketingoffers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We've unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L'Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.
Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2's 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2's Spring'24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.
When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
First things first: What is this role about
You're probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we're a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word diversity very seriously. But that's exactly why we think that nothing says more than the real experience. We're underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us
As a Technical Support Specialist in Insider day in and day out you will;
- play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,
- become an excellent communicator while mastering problem-solving skills,
- work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
- troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
- contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
- meet important SLAs like response time and the lead time for issue resolutions which is an important aspect
We want you to join us while we are taking a step into the future if you;
- A university degree in Business, Marketing, Engineering, or related fields
- 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
- Strong communication skills in writing (English)
- High sense of responsibility and accountability
- Ability to provide timely responses and follow up systematically
- A natural problem solver with a positive attitude and love for helping others succeed
- Good debugging/troubleshooting skills
- Knowledge of HTML, CSS, or other programming languages is a plus
While we are conquering the world, we are offering you;
- You can improve and challenge yourself with the many soft skills training sessions that we offer. You'll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge
- You'll have space to share your skills through training sessions and workshops if you wish. Sharing is caring!
- We'll provide you with a paid Spotify account subscription, how do you fancy working to the beats of your favorite audio while blocking out the rest of the world
- You'll have a chance to work in an international, diverse, and inclusive environment
- You'll be part of an industry that's shaping the future of customer experiences.
Was this position made for you
So let's talk! We're curious bugs and can't wait to get to know you.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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