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Interested in this opportunity? * Apply Now! * Refer a friend to this job Details About this Career Opportunity:
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Join Our Team
As the change navigator for marketers everywhere, Aprimo never sits still. Aprimo’s integrated marketing software enables Business-to-Customer and Business-to-business marketers to successfully navigate the changing role of marketing by taking control of budgets and spend, eliminating internal silos with streamlined workflows and executing innovative multi-channel campaigns to drive measureable ROI. Hundreds of thousands of Marketers trust Aprimo to revolutionize their marketing including Bank of America, Honda, King Pharmaceutical, Pearson Education Ltd, Time Warner Cable-NY and Wal-Mart.
Due to our growth, we are looking to add new talent in our -Software Technical Support group.
We are looking for a Support Analyst who will work as a part of a dynamic team in a rapidly growing company. While the role is truly one of individual contributor, a high degree of interaction and teamwork are required to be effective in the role. The Support Analyst is responsible for ensuring a high level of customer satisfaction with Aprimo, Inc. and Aprimo products. The Support Analyst is responsible for providing technical telephone support to customers, answering complex questions on function and usage of product. The Support Analyst is also responsible for possessing thorough knowledge of the Aprimo Marketing Application and improving the current Aprimo software releases.
Specific duties include: * Develop and maintain in-depth knowledge of Aprimo products in order to support customers * Manage customers’ expectations to ensure satisfaction with Aprimo, Inc. and Aprimo products * Ensure that every customer is treated professionally and with respect * Act as a customer advocate to Product Management and Development * Log, research, and accurately resolve complex customer inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for customers in the Aprimo Customer Support Handbook * Effectively interact with Quality Assurance to report bugs identified by customers * Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied * Gain and maintain current knowledge of Aprimo’s Support Policies and Procedures * Contribute to the advancement of Team Aprimo’s goals * Rotating on-call responsibilities If you believe in success and making it happen, we’d like to talk with you. Please compare your background to the qualifications below and apply right away. Be sure to include your salary requirements so that we can fully consider your interest. * A minimum of a Bachelor’s Degree (computer related or science discipline preferred) * A minimum of 2 years experience working in an enterprise level software support environment * A strong aptitude for customer service * Support Analysts must become certified in either MRM (Marketing Resource Management) or MCM (Multichannel Campaign Management) within the time allotted by the Support Manager. * A strong desire to see customers using Aprimo Marketing succeed in solving their business problems * A positive attitude and desire to make an impact on an organization * Strong time management skills and multi-tasking abilities * Strong communication skills (listening, written, and verbal) * Ability to work effectively both independently and in a small team environment * Experience with client server or web-based applications preferred Knowledge of Visual Studio, Oracle, SQL Server ,HTML or email deliverability preferred * Hours 11am-8pm We provide global team members with a dynamic, challenging environment in which they get to work with some of the world's largest and most respected brands. We are a community-minded team with a fun, casual, flexible, results oriented work environment, which is also reflected in being named one of the Best Places to Work in Indiana. We promote an environment where team recognition and personal passion are important to our overall effectiveness. Join us –and revolutionize your personal growth by working with an exciting, rapidly expanding company where your contributions make a difference.
