Customer Support Advisor

Job Description

Customer Support Advisor - Austin, Texas

Marin Software is looking for eager, dedicated and knowledge-hungry talent to join the Customer Support team. We are a global team that thrives on customer happiness, puzzle-solving and staying up-to-the-minute on the latest digital marketing tricks and tools, all wrapped up in a dynamic and unique SaaS platform.

What’s going on in Marin Customer Support?

• “One-stop-shop” SaaS platform to manage all of your daily digital marketing needs
• Fast-paced industry and ongoing product development, partnered with but independent of Google, Facebook, Amazon, etc
• Fun, energetic customers, from ad agencies to large retailers, that love to use Marin Support to reach their digital marketing zen through chat and email and phone and more email (B2B)
• Supported and serviced by our own Digital Marketing enthusiasts, focusing on Search, Social and Display
• Dig into issues related to click and conversion data discrepancies, bulk edits, reports and analytics, URL parameters and tagging, keyword bidding, and more
• Competitive pay and benefits, merit-based promotion and bonuses

What makes you a good fit for this role?

• Interested in truly listening to customers’ needs and translating those needs into quality, elegant solutions that make customers tell everyone how awesome you are!
• Learning is your thing! You are excited about attending release trainings, polishing up that product knowledge, reading up on the latest features from Google, Facebook, Amazon, Bing, Instagram, and sharing your awesome knowledge with the team and the company!
• Pumped up about discovering an answer, then using that knowledge to find the solution faster the next time
• Enjoy writing up clean step-by-step details of investigations and solutions, so your support teammate sitting next to you can solve the issue EVEN faster the next time (and while we’re at it, maybe this should just be a help article for our customers)
• Able to connect client and technical worlds in a way that’s easy to understand and apply to whatever audience is listening
• These words are thrilling to you: multi-tasking, fast-pace, change, collaboration, ownership
• Comfortable and committed to a structured support world within a sometimes unstructured tech company environment, especially schedules and metric-related goals

What makes you THE SUPER-STAR fit for this role?

• You see areas for efficiency and improvements, and you OWN the ideas and solutions to make it better
• You’re into digital marketing and have even dabbled on your own, perhaps making websites, analyzing web traffic or putting out your own Social media campaign
• Deeper technical experience in areas such as SQL, databases, queries, website analytics tools or Javascript
• Enjoys some (or all) of the following: team training, product feature testing/QA, technical writing, digital marketing strategy or analysis

Marin Software provides a positive, collaborative environment to develop your skills, put yourself to the test and build your experience in a SaaS tech company. We enjoy team hangouts, appreciate work/life balance and also know how to roll up our sleeves and get down to business.

Although many of our staff are working remotely currently, this role will be based in the office in Austin, Texas on a longer term basis, as such applicants should be able to work in Austin.

Previous customer service or support experience certainly is a plus but is not a requirement. The team has a wide range of skills and experience, and it’s really all about being the right fit for the team and the role.

Application engineers or technical/operations specialists, this may not be quite what you’re looking for, but by all means, send any referrals our way!

About Marin Software:

An ally to online marketers, Marin Software delivers the leading independent multichannel digital advertising platform. Our open solution unites search and social to connect our advertisers with customers wherever they are. This synergy—plus the insight and efficiency we bring to advertising—wins more customers, revenue, and ROI for the world’s top brands. Every day Advertisers and agencies use Marin to manage billions of dollars in annualized ad spend.

Marin Software is committed to promoting a diverse and inclusive workplace where we can all be ourselves and succeed on merit. We offer a range of family-friendly, inclusive employment policies, flexible working arrangements and benefits to support our employees from different background