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- Provide enterprise grade support to our clients over email and phone
- Address core technical queries related to the product
- Troubleshoot bugs faced by our clients. This typically involves working with REST APIs, APIs, HTML/CSS and Javascript
- Perform cause analysis of customer issues via in-depth research and analysis using information from product logs and other databases
- Collaborate with Engineering and Data Analytics to help solve customer issues and provide reports
- Create and maintain internal documentation repositories
- Triage incoming requests and enhance workflows to deal with incoming ticket volume
- Ensure speedy resolution of issues while maintaining high customer satisfaction
- Be a part of an elite Technical Support team
- Build partnerships and work with some of the biggest enterprise accounts across different domains like e-commerce, travel, insurance, banks, telecom etc
- Core markets include US, Europe and SE Asia.
- 1-2 years of experience providing enterprise support to Indian and Global clients (B2B SaaS)
- Hands on experience with HTML/CSS,Javascript, REST APIs and APIs
- Knowledge of Zendesk and JIRA is a plus
- Excellent written and verbal communication skills
- Ability to explain complex concepts through clear and accurate writing
- People skills and having the gift of the gab to handle tricky situations
- Ability to complete large volumes of work quickly and independently with a high level of drive, initiative and self-motivation
- Flexibility of working in rotational shifts
Life at WebEngage:
- We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
- A highly inclusive work culture that promotes a relaxed, creative and productive environment.
- Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance
- Go on company-sponsored offsites, once a year and blow off steam with your work buddies! (Post Pandemic)
- Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers & reimbursement for your WFH setup!)
- Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)
India’s leading group of consumer products companies
• Digital sales – work with brands on mandate to build their digital channels like DTC & help grow ecommerce sales through effective on platform performance marketing strategies
• Performance marketing – create right plans for fast digital growth on DTC & Ecommerce and other alternate channels
• SEO – work with brands to close the right SEO framework for ensuring maximum oraganic traffic potential and executing strtagey for growing organic traffic
• Marketing measurement – deep diving and understanding the conversion funnel on DTC & Ecom to help brands grow & convert better
• Work on reports for digital campaign effectiveness and asset management.
Key Competencies
• Business acumen
• Agile and extremely good at numbers
• Knowledge of tools like Google Analytics
• Knowledge and deep understanding of Searche Engine Marketing, Search Engine Optimization, Marketing Automation, Affiliate Marketing
• Knowledge of running campaigns on various social media platforms
• Understanding of various E-Commerce platforms – Amazon Marketing Service, Flipkart and others
Reporting relationship
• Upwards: Head – Digital BU
About:
Pangolin is a brand consultancy and creative agency. We help companies create positive change in the world by raising awareness through branding and inspiring through storytelling. We’re growing our team of creatives and strategists. Join us if you’re craving work that makes a real difference in the world, and a work culture that allows you to have a balanced life.
Role:
B2B Marketing Generalist
Description:
This role will be a mix of client management and project management. You’ll be expected to understand the client’s goals, weekly and monthly SLAs, and lead a team to delivery. Have you worked with marketing and sales teams in an integrated manner and targeted enterprise clients in different geographies across the globe? Do you understand enterprise sales cycles, buying processes, different roles? Do you have exposure to different domains, industries, marketing, and sales technologies? Do you understand the big picture better than the details? This job might be for you!
Competencies:
- Able to multitask independently with minimal supervision
- Naturally able to think critically and take independent decisions
- Meticulous with project documentation
Skills:
- Experience with social media, digital marketing, marketing automation, CRM, and marketing analytics tools
- Highly proficient with Microsoft Office (Excel, PowerPoint)
- Experience with agile project planning and management will be a plus
Experience:
- Demonstrable B2B GTM experience that includes SEO/SEM, email marketing, social media, and/or display advertising campaigns.
- Highly creative with experience in identifying target audiences and devising marketing campaigns that engage, inform, and motivate.
- Ability to write/execute creative and project briefs and communicate technical info with ease.
Location and Type:
Remote, Full-time
Evaluation:
Portfolio will be checked for expertise on handling marketing communication and campaigns in the B2B domain. Please share only samples of work done by yourself end-to-end. Shortlisting will be followed by a video interview.