Platinum Support Specialist

The Platinum Support Specialist plays a vital role in the Client Success Center's ability to exceed client satisfaction goals with our key accounts. The objective of this position is to deliver quality solutions in a timely manner by analyzing problems, researching new issues, prescribing solutions and predicting and preventing new challenges. The ideal candidate will have a strong technical background combined with the ability to communicate effectively at all levels of an organization. Responsibilities: * Work collaboratively with Platinum Support Managers on support strategies * Respond to phone, chat, and email inquiries from ExactTarget's clients, partners and employees * Provide basic how-to product and feature training for our application * Own and drive accurate resolutions of customer cases. Define action plans and follow through to case closure * Coordinate resources from across the organization such as Deliverability, Design and Marketing Consulting * Assist clients in optimizing the use of our software via work flow assistance and identifying automation and integration opportunities * Make quick decisions and follow pre-defined escalation procedures when necessary * Track and maintain all client communications in CRM * Maintain client specific documentation related to their specific use of the application on shared team site(s) an in knowledge management systems * Proactively notify clients of application changes that may affect them Requirements * College degree in computer science or related field * 2 years experience providing customer support, marketing, or sales * Impeccable organizational skills * Exceptional customer service and communication skills required - written and verbal * Team player who can also work independently with minimal supervision * Ability to analyze and resolve problems * Thorough knowledge of MS Office software * Strong Technical Aptitude * Familiarity with data architecture/schema and writing SQL queries * Knowledge of Internet development technologies (HTML, XML, Web Services) * Experience with programming languages (MS.NET, JAVA) and API Programming