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Tier 1 Technical Support Agent

Terminus is a fast growing technology company in Atlanta, challenging the status quo of B2B
marketing. We've built an industry-leading Account-Based Marketing (ABM) platform that
enables our customers to be more targeted in reaching their ideal customers, driving powerful
business outcomes including an increase in revenue and acceleration of pipeline velocity.
We strive to provide the best customer experience and fanatically obsess over making each of
our customers heroes. We have a relentless commitment to the personal and professional growth
of our team and believe in each individual having the “Keys to the Ferrari.”


Description:
Terminus is looking for a Tier 1 Technical Support Agent to join our team. As a Tier 1 Technical
Support Agent you will provide world class service to our customers. You will engage customers
on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable
experience while becoming a Terminus advocate.


Responsibilities:

  • Respond to support tickets and inquiries through phone, e-mail, and live chat
  • Diligently work with customers by providing regular updates to tickets and open issues
  • Communicate closely with Customer Success, Engineering, and Ad Operations to troubleshoot and resolve issues
  • Learn fast and be quick on their feet in a fast-paced environment
  • Become an expert on campaign management and best practices of account-based marketing strategy
  • Assist with QA regarding bugs and new features, consistently test functionality of the platform
  • Build technical skills and marketing knowledge
  • Become an expert on internal tools such as JIRA, SFDC, and ZenDesk
  • Be the go-to resource to ensure clients are promptly supported
  • Assist in managing the knowledge base to help clients find answers to frequently asked questions
  • Be passionate about making our customers happy and open to “wearing multiple hats” with a readiness to support all members of the Terminus team - flexibility is key for this role!

Qualifications:

  • Excellent written and verbal communication skills
  • Background in establishing and building lasting customer relationships and/or customer support experience
  • Strong analytical and critical thinking skills
  • Experience using ZenDesk and SalesForce, java script experience a plus
  • Experience with HTML/CSS and designing websites a plus
  • Experience with technical writing a plus
  • Preferably has experience with MarTech
  • Education: BA/BS/MS

What it takes to be a success:

  • Positive, supportive, and self-starting
  • Hustle and persistence
  • Highly organized and extremely detailed oriented
  • Collaborative and cross-functional
  • Ability to prioritize & multi-task with exceptional time-management skills
  • You are curious and ask questions to get to the heart of the matter
  • Strong interest in technology and/or software
  • Genuine passion for helping others reach their goals
  • Adaptable and energetic team player
  • Willingness and desire to learn and grow quickly in a startup environment
  • Be passionate about making our customers happy

Incredible Benefits:

  • Culture that emphasizes personal and professional growth
  • Just graduated from Atlanta Tech Village and moved into brand new office in Terminus 100
  • Named 2016 #1 Best Place to Work in Atlanta by Atlanta Business Chronicle for medium sized category
  • No vacation tracking
  • Competitive salary and great benefits
  • Work from home days
  • 100% Health, Dental, and Vision Insurance
  • 100% Short-term and Long-term Disability Insurance
  • 401K with company match
  • Casual dress all-day, everyday
  • In-office fitness classes and gym access
  • Regular team outings, parties, and surprises Weekly free lunch, unlimited snacks and drinks
     
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