GraphicMail is seeking experienced IT Savvy Software First Line Support Consultants to work with our UK clients (9am - 5pm). If you are an experienced Tech and Customer Support professional, and you're interested in joining a growing, exciting company then we want to talk to you!

The company

GraphicMail provides a comprehensive suite of services for customers sending newsletters and promotional campaigns, but not requiring a full-fledged marketing automation suite. The company has full social and mobile capabilities and provides our customers with a wide variety of templates, tools and services to help them grow their businesses. GraphicMail is available and supported all over the world, in 13 languages and in 14 different geographic regions, spanning all six populated continents. We pride ourselves on providing a level of service and responsiveness unmatched in the industry and are now backed by the robust inbox delivery of SMTP, Inc. GraphicMail was acquired by SMTP, Inc. in 2014.

The opportunity

Working hours will be from 9am-5pm. You will work with our customers and trial users on technical, billing and general customer service related issues.

The responsibilities
Responding to technical support, billing, and customer service issues from our customers and trial users
Providing support through phone, live chat and email
Documenting cases and following-up on issues from inception through resolution
Troubleshooting customer challenges and helping them with our email marketing tools
Detecting and resolving problems with customers' HTML messages
Interfacing with multiple departments and teams
Field phone calls from customers looking to cancel their account and use consultative sales techniques to find a positive solution and keep them as customers
Provide high-level email marketing support to customers through phone, live chat and email
Build loyalty with customers who have had less than satisfactory interactions with customer support
Maintain accurate records documenting retention efforts and facts pertinent to the cancellation request
Working with sales team to improve its efficiency, standard of service and overall success

The person
Two+ years in software or hardware support role
Excellent English proficiency, both written and spoken
Strong HTML skills
Must have the desire to work and grow in a fast-paced environment
Strong verbal and written communication skills
Email marketing/online marketing knowledge a plus
Must be extremely organized, detail-orientated and able to multitask
Should possess strong analytical, technical and follow-up skills
Ability to work with minimum supervision
Must be a team player
Interest and a passion for internet
Experience using internet
Basic understanding cloud based software
Ability to multitask
Excellent customer service skills
Great troubleshooting skills