Product Specialist (Toronto) Job in Toronto/Gta M5v1y6, Ontario Canada
Eloqua provides solutions to help its customers accelerate revenue growth through Revenue Performance Management. Eloqua provides powerful business insight to inform marketing and sales decisions today that drive revenue growth tomorrow. The company’s mission is to make its customers the fastest growing companies on Earth. More than 1,000 clients rely on the marketing automation power of Eloqua to improve demand generation and lead management while driving more qualified leads. Eloqua’s customers include Adobe, AON, Dow Jones, ADP, Fidelity, Polycom, and National Instruments. The company is headquartered in Vienna, Virginia, with offices in Cambridge, San Francisco, Austin, Toronto, London, Brussels, Frankfurt and Singapore.
DESCRIPTION:
We are looking for fast paced, business savvy, entrepreneurial-minded Application Support gurus! The Product Specialist / Application Support role is an exciting opportunity, the perfect fit for someone looking to build and develop their career with a growing SaaS company.
Our Product Specialists work with clients to help them use and deploy the Eloqua solution within their marketing and revenue performance management process. It is a blended role of support and service, which requires a unique individual who has a deep understanding and passion for web technologies and marketing – as well as strong interpersonal skills.
Marketing or business experience will be looked upon favourably, graphics or design skills are a plus and working with end-users or clients of an application in a service or support role is also a definite asset. Eloqua Product Specialists most often work with Marketing Department team members over the phone or via email to troubleshoot or walk clients through a complex operation in the program, and create feature requests for our development team.
Flexibility for the following shifts is a requirement for this role:
- 8:00am-5:00pm, 9:00am-6:00pm and 11:00am-8:00pm
- EMEA shift is 9:00pm-6:00am, APAC shift is 4:00am-1:00pm (both can be worked remotely from home)
PRIMARY RESPONSIBILITIES:
- Provide application support to clients of all technical aptitude levels via phone and email;
- Being able to communicate in a calming and professional manner is paramount in this role;
- Log cases in our ticket tracking system ensuring proper documentation and problem description;
- Execute the product component of the solution deployment process from initial customization through to full implementation;
- Identify and solve technical concerns for our clients;
- Report client feedback to solution managers to help continually improve the product and processes that support it;
- Ability to interact, support and train both marketers and sales agents on a regular basis.
QUALIFICATIONS:
- Post secondary education preferred, particularly in Commerce, IT, Marketing or Computer Science;
- Customer support experience is a pre-requisite;
- Entrepreneurial spirit;
- Hard and efficient worker;
- Team player;
- Exceptional communication, interpersonal and support skills;
- Experience in a software or technology position is a plus;
- Experience in application troubleshooting for businesses (CRM preferred) is a plus;
- Familiarity with the software and technology markets is an asset;
- Understanding of key online marketing strategies and concepts is an asset;
- Proficiency with complex IT/software solutions is a plus;
- Working knowledge of HTML, Javascript, CSS and other web technologies is a plus;
- Flexibility to work in a shift environment is critical to success in this role.
REMEMBER! If you think you would be the PERFECT addition to our team, please be sure to answer the questions in our online application to demonstrate your enthusiasm and interest.
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