Technical Product Specialist

Permanent employee, Full-time · Copenhagen
ABOUT THE JOB
The Technical Product Specialist is an individual who is responsible for handling support-related client questions, comments and complaints regarding the configuration and support of the Agillic Platform. This includes troubleshooting, technical investigation and best practice recommendations.

• Act as the supporting role for Agillic’s clients and partners in order to answer questions about the platform, propose solutions and debug platform behavior.
• Act as a liaison between customers and the business to enhance the overall customer experience with Agillic.
• Conduct technical investigations of the product and associated features in order to make sure they work properly for customers.
• Be an advocate product expert with in-depth knowledge of the Agillic Platform.
• Maintain the Knowledge Base with feature guides, product information and best practices.
• Maintain the Developer Portal with developer documentation.
• Troubleshoot technical solutions in collaboration with technical personnel with the clients/partner.
• Ensure overall client satisfaction with Agillic as a platform.

YOUR RESPONSIBILITIES
The overall goal for the Technical Product Specialist is to provide a positive customer experience and hereby enhance relationships between clients and businesses.

• Provide support in a timely manner via several channels which include tickets, email, telephone, and live chat.
• Conduct training sessions and product presentations in order to train our customers in the product.
• Develop and maintain vast knowledge of the Agillic product and services.
• Improving existing client’s platform configurations by evaluating objectives and specifications, reviewing proposed changes, and making recommendations and solutions.
• Create bug reports to R&D in order to make sure features are maintained, if broken.
• Documenting Agillic with tech-tips, best practice, and feature documentation.
• Prioritize tickets, Bug Reporting to R&D and Case Escalation.
• Updating bi-weekly deployment information and release notes.
• Assist with E-Learning content development.

WE ARE LOOKING FOR YOU IF YOU HAVE

• Previous experience with Customer Support or Customer Care.
• Experience from a SaaS company is considered a plus.
• Has a good understanding of basic computer skills and the ability to learn.
• Possesses the ability to communicate effectively in person, over the phone and via text.
• Displays the ability to work in a collaborative and team-oriented environment.
• (Plus) Experience with Digital Marketing/Marketing Software.
• (Plus) Experience with documentation of product related features
• (Plus) Experience with CRM/database management
• Zendesk (or equivalent CS tool)
• Jira (Considered a plus)
• Excel
• Other (Marketing Automation Software)

PERSONAL PROFILE

• Tech-Savvy
• Written and oral communication skills
• Commercial mindset

Apply for this job About us
Agillic is a Danish software company headquartered in Copenhagen, Denmark, with sales units in Germany and Norway, and a development unit in Romania, Cluj-Napoca.

The Agillic omnichannel marketing automation platform empowers brands to work with data-driven insights and content to create, automate and send personalised communication to millions.

Designed for an ecosystem of strategic partnerships across CDP, CMS, CRM, Customer Service, eCommerce, Business Intelligence, etc., the platform continuously integrates best-of-breed technologies to accelerate the implementation process and deliver fast time to value.

Our purpose is to help companies build and reinforce sustainable relationships based on unique customer experiences. We use the power of data, content, and our platform’s personalisation capabilities to eliminate communication pollution and thereby optimise the experience for the individual.

For further information, please visit www.agillic.com.