Toronto SUPPORT CRM job, Remote, EMEA / APAC shifts

PRODUCT SPECIALIST

We are currently recruiting for 2 vacancies for the EMEA and APAC shifts:

- EMEA shift is 9:00pm-6:00am
- APAC shift is 4:00am-1:00pm
- both shifts have flexibility to work from home
- candidate should be located in the Toronto area


Transforming marketing's impact on revenue, Eloqua is the category-defining marketing automation leader and provider of best practices expertise for marketers around the world. The company's mission is to make its customers the best marketers on earth. Thousands of customers from leading companies such as Aon, Fifth Third Bank, Dow Jones, Fidelity, Seagate and Sybase rely on the power of Eloqua to execute, automate and measure programs that generate revenue. Eloqua is headquartered in Vienna, Virginia, with offices in Toronto, London, Singapore and throughout North America.

Description
We are looking for fast paced, high drive, customer service oriented, entrepreneurial-minded application support gurus! The Product Specialist role is an exciting opportunity, the perfect fit for someone looking to build and develop their career with a growing company. The Product Specialist role focus is to work with clients to help them use and deploy the Eloqua solution within their marketing process. It is a blended role of support and service, which requires a unique individual who has both a deep understanding and passion for web technologies and marketing -- as well as strong interpersonal skills. Marketing experience will be looked upon favorably, graphics or design skills are a plus, 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.

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
Minimum of 2 years work experience in a software or technology position;
Exceptional client services skills;
Entrepreneurial spirit;
Exceptional communication, interpersonal and support skills;
Experience in application troubleshooting for businesses (CRM preferred);
Customer support experience is a pre-requisite;
Familiarity with the software and technology markets is an asset;
Proficiency with complex IT/software solutions is a plus;
Working knowledge of HTML, Javascript, CSS and other web technologies a must
Hard and efficient worker;
Team player;
Post secondary education preferred;
Understanding of key online marketing strategies and concepts;
Flexibility to work the EMEA (9:00pm-6:00am) and/or APAC (4:00am-1:00pm) shifts is critical to success in this role.


Please apply online at: http://www.eloqua.com/about/careers/ to Req ID 2021 (Application Support / Product Specialist). Please include a cover letter outlining your availability for either the EMEA shift (9:00pm-6:00am) and/or the APAC shift (4:00am-1:00pm).