Silicon Florist

ActiveTrak Inc. is looking for a tenacious and energetic customer-facing Community Manager. Duties include front-line tech support and service to our growing legions of users (Mac, WIndows, Android, BlackBerry and iOS) as well as working with the rest of the team to ensure the best possible customer experience. Experience with QA and software development a plus. The perfect applicant must also possess excellent communication skills and be able to assist in broader projects, including blogging, social media and other marketing activities.

Skills

- Technical support background, with at least 2 years experience in end-user support
- Ability to support across a wide range of platforms and ability to learn about new technologies
- Solid understanding of social networking and related management tools
- Knowledge of mobile technologies and terminology
- Very strong verbal and written communication skills
- BA/BS degree or equivalent experience

Essential Duties and Responsibilities

- Interact with our customers and assist with basic troubleshooting
- Monitor brand online and participate in conversations that surround our content and brand, answer comments, be a mediator.
- Assist with law enforcement inquiries to assist customers with device recoveries
- Escalate support request to Engineering and work on a resolution for customers
- Manage FAQ system and community forums
- Gather customer feedback and advocate for the customer to Engineering
- Assist with QA for all software products
- Develop tools and documentation to improve the customer experience
- Provide pre-sales technical information