Company Overview:
Integrate’s journey began in 2010 amidst the burgeoning martech landscape. With a vision to seamlessly "integrate" the multitude of emerging data points, the company initially ventured as a Media enterprise. Pivoting to software development in 2014, the company’s strategic moves enabled the birth of a cross-channel demand management platform. Today, Integrate is a leading B2B marketing provider that offers:
Integrate: Cross-channel demand management SaaS platform for enterprise demand and marketing operations teams. Integrate accelerates speed-to-business value through powerful integrations, delivers 100% marketable and compliant leads with trusted governance, and provides AI-powered insights to enhance and expedite smart decision-making. Pipeline360: All-in-one integrated media solution for content syndication, account intelligence enhancement, and digital advertising to enable building marketing pipeline in a scalable, reliable, and predictable way.We have been recognized as a "Best Places to Work" every year since 2014 and have offices in Phoenix, AZ; Boulder, CO; London, UK; and now in Chennai, India! However, we are a remote-first type company where you will find Integrators across the globe!
Our Mission:
To connect everything - data, channels, tech, and team members - to create intelligent buyer and account journeys and deliver scale.
Why us?
Integrate is an organization of integrity, talent, passion, and vision. Our track record of growth, customer success, and an executive commitment to leading in product discovery, innovation, and user experience, has us positioned for revolutionary innovation in enterprise software and media.
Integrate's Fast Facts:
- Founded: 2010
- Funding: $100m+ raised from leading MarTech investors, along with a partnership/acquisition by Audax Private Equity in December 2021
- Customers: Enterprise and high-growth companies, including Salesforce, Microsoft, Oracle, Dell, Adobe, Akamai, VMware, RedHat, Pluralsight, Splunk, etc.
- Global offices: Phoenix, Boulder, London, and Chennai India
- Employees: ~400
About the role: We're looking for a India based Customer Support Specialist to join our global team and own the support queue, working with our Technical Specialists, Product Managers, Engineers, and engaging directly with Integrate’s customers, across our multiple product lines.Our goal is to delight our customers and become one of Integrate's biggest competitive advantages! We do this through driving revenue, improving customer satisfaction, increasing retention, driving product adoption, providing valuable feedback to our product team, and much more!Great Customer Support is crucial and something we take seriously at Integrate, which is highlighted by the regular customer satisfaction praise that we receive from our customers.You'll be responsible for answering tickets, prioritizing requests, and going above and beyond to help resolve any issues.
You’ll have the ability to drive your role with a keen eye for larger trends and share valuable insights from customer conversations that inform product decisions and improvements. Responsibilities:
- You’ll become an Integrate product expert!
- Actively manage the support queue to answer and resolve Integrate product-related issues, by promptly dealing with tickets in a timely, human manner and answering questions via a number of channels.
- Join customer calls to provide input on platform-related issues or questions.
- Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStory
- Collaborate with Product and Engineering with regards to new support tickets submitted to Jira
- Provide testing as needed for specific Integrate product releases
- Populate and update the Integrate Knowledge Base with applicable information and documentation.
- Deliver product-related training (working in conjunction with training partners) as needed.
- Own projects related to improving our support, processes, and self-service.
- Update the pipeline of customer suggestions and feedback to improve Integrate Products.
- Experiment! – our Support team, our platform, and our company are evolving, so everything can change.
- Able to work in 6.30 PM to 3.30 AM (IST)
About you:
- Previous experience in a similar role within a B2B SaaS environment
- Background in technical troubleshooting
- Superstar Skills (non-essential, but a bonus if you have them!)
- Technical and analytical skills (coding as a hobby, side project or otherwise)
- Testing & documentation experience
- Experience working with CRM and Marketing Automation Software, such as Salesforce
- Experience with ticket management systems is a plus e.g. JIRA, Zendesk
Integrate in the News:
- Best Tech Startups in Arizona (2018-2021)
- Integrate Acquires Akkroo
- Integrate Acquires ListenLoop
- Why Four MarTech CEO's Bet Big on Integrate
