Technical Support Coordinator - HTML

Company Overview 
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages.  Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified. 
The company has an aggressive road map of new features, customer requests, and new product releases. 
 
Location: New Hampshire, Maine and Massachusetts  
Schedule: Monday - Friday 9:00AM - 6:00PM EST 
Salary Range: $50,000.00 - $75,000.00 per year, depending on experience. 
 
Job Summary:  
Do you have an eye for email web page design along with basic HTML and image editing skills? We are seeking a motivated customer-focused individual to join our team as a Technical Support Coordinator for our Software-as-a-Service (SaaS) platform. In this role, you will assist our customers with using our email page builder tools to create impressive email pages for corporate newsletters, announcements, benefits and executive communications, providing exceptional support and assistance to ensure a positive experience with our SaaS products. You will handle inquiries, troubleshoot issues, and strive to exceed customer expectations through effective communication and problem-solving skills.  
 
Responsibilities: 

• Serve as the first point of contact for customers seeking assistance with our SaaS products, and respond to these cases via screenshare online meetings, email and phone.  

• Help customers utilize our software and show them how to achieve the results they are looking for, and answer questions.  

• Respond promptly and professionally to customer inquiries, troubleshooting technical issues, and provide guidance and how-to on product features and functionalities.  

• Escalate technical issues as necessary, and follow-up on them to ensure timely resolution and customer satisfaction.  

• Develop and maintain a thorough understanding of our SaaS products and stay updated on new features, updates, and learn best practices to effectively advise and assist customers.  

• Document customer interactions, including inquiries, issues, and resolutions, accurately in our CRM system.  

• Collaborate with cross-functional teams including product development and marketing to address customer needs and feedback, by documenting feature requests or enhancements 

• Identify opportunities to improve customer support processes and contribute to the development of support resources such as knowledge base articles and FAQs.  

• Strive to achieve and maintain high levels of customer satisfaction and retention by delivering exceptional service and building strong relationships with customers.  

• Ability to troubleshoot HTML template components and make coding changes and report application errors. 

• Other duties as assigned. 

Requirements: 

• Bachelor's degree or equivalent experience in related field. 

• Knowledge of front-end coding languages including HTML, CSS, and JavaScript  

• Proven experience in customer service or support roles, preferably in a SaaS or technology-related industry. 

• Customer-centric mindset with a dedication to delivering outstanding service and support. 

• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.  

• Strong problem-solving skills and the ability to troubleshoot technical issues independently.  

• Empathy and patience when dealing with customers, with a genuine desire to help and resolve their problems.  

• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.  

• Proficiency in using CRM software and other support tools is preferred.  

• Proficiency in Microsoft applications and tools.   

Benefits and Perks 

• Health, Dental and Vision Insurance 

• Supplemental Short Term Disability Insurance 

• 401k & Company Match 

• Generous PTO & Company Holidays 

• Quarterly Company Events 

Why Join Us? 
Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter. 
Growth Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within. 
Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of. 
Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand. 

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