**About the Company**
At CallsU, we deliver highly customized outbound and inbound solutions by combining calls, emails, and SMS messaging to drive higher conversions and measurable results.
By leveraging real-time business data and decades of sales and conversion expertise, our platform helps clients seamlessly combine multiple marketing channels to create optimized, data-driven customer journeys designed to increase conversions and maximize revenue.
Our goal is simple: to help our clients convert more customers and grow their revenues in a scalable and sustainable way.
**Location**
Remote
**Role Identification:**
- **Reports to:**
Senior Technical Account Support Specialist
**Role Mission**
Ensure technical delivery excellence by serving as the front-line lead for client data and field troubleshooting, utilizing rapid issue resolution and proactive system monitoring to minimize friction and safeguard the integrity of technical deployments for high-value accounts.
**Primary Outcomes**
1. Fast issue resolution:
Timely identification, validation, and resolution of client issues to minimize downtime or service disruption.
2. Fewer escalations:
Efficient handling of tickets and client requests, reducing the need for escalations to senior teams.
3. Clean data handoffs:
Accurate, complete and validated data shared with internal teams to ensure smooth campaign execution and operational efficiency.
**Responsibilities and Time Allocation**
Intake checks (35%)
- Review incoming support tickets or requests, new client requests or campaign submissions for completeness.
- Check that all required campaign data, settings and assets are provided.
- Verify required information is present before further processing.
- Flag incomplete or inconsistent requests for follow up.
Field validation (25%)
- Validate client submitted data against system requirements
- QA checks templates, journeys, and other campaign elements before launch.
- Identify errors or missing fields in data entries.
- Escalate anomalies to senior support or relevant teams when necessary.
Coordinate fixes (25%)
- Liaise with Operations, NOC or Data teams to resolve client or data issues.
- Provide complete context and supporting information for fixes.
- Track the status of requested fixes and ensure timely completion.
- Maintain internal technical notes, QA records, and logs of recurring issues.
Client communication for missing data (15%)
- Monitor campaign performance to identify anomalies or delivery errors and inform clients.
- Issue clear, concise and non-technical requests for missing data or clarification.
- Respond promptly to client inquiries using the designated communication channels.
- Document interactions and follow-ups in the ticketing system.
**Decision Rights**
The Junior Technical Account Support Specialist supports the day-to-day execution of technical support processes, including requesting missing or corrected information from clients or internal teams, ensuring tickets and campaigns submissions contain all required details, and creating escalation tickets for technical issues with Operations, NOC, Data teams. The role works within established processes and escalates cases that fall outside standard procedures.
At CallsU, we deliver highly customized outbound and inbound solutions by combining calls, emails, and SMS messaging to drive higher conversions and measurable results.
By leveraging real-time business data and decades of sales and conversion expertise, our platform helps clients seamlessly combine multiple marketing channels to create optimized, data-driven customer journeys designed to increase conversions and maximize revenue.
Our goal is simple: to help our clients convert more customers and grow their revenues in a scalable and sustainable way.
**Location**
Remote
**Role Identification:**
- **Reports to:**
Senior Technical Account Support Specialist
**Role Mission**
Ensure technical delivery excellence by serving as the front-line lead for client data and field troubleshooting, utilizing rapid issue resolution and proactive system monitoring to minimize friction and safeguard the integrity of technical deployments for high-value accounts.
**Primary Outcomes**
1. Fast issue resolution:
Timely identification, validation, and resolution of client issues to minimize downtime or service disruption.
2. Fewer escalations:
Efficient handling of tickets and client requests, reducing the need for escalations to senior teams.
3. Clean data handoffs:
Accurate, complete and validated data shared with internal teams to ensure smooth campaign execution and operational efficiency.
**Responsibilities and Time Allocation**
Intake checks (35%)
- Review incoming support tickets or requests, new client requests or campaign submissions for completeness.
- Check that all required campaign data, settings and assets are provided.
- Verify required information is present before further processing.
- Flag incomplete or inconsistent requests for follow up.
Field validation (25%)
- Validate client submitted data against system requirements
- QA checks templates, journeys, and other campaign elements before launch.
- Identify errors or missing fields in data entries.
- Escalate anomalies to senior support or relevant teams when necessary.
Coordinate fixes (25%)
- Liaise with Operations, NOC or Data teams to resolve client or data issues.
- Provide complete context and supporting information for fixes.
- Track the status of requested fixes and ensure timely completion.
- Maintain internal technical notes, QA records, and logs of recurring issues.
Client communication for missing data (15%)
- Monitor campaign performance to identify anomalies or delivery errors and inform clients.
- Issue clear, concise and non-technical requests for missing data or clarification.
- Respond promptly to client inquiries using the designated communication channels.
- Document interactions and follow-ups in the ticketing system.
**Decision Rights**
The Junior Technical Account Support Specialist supports the day-to-day execution of technical support processes, including requesting missing or corrected information from clients or internal teams, ensuring tickets and campaigns submissions contain all required details, and creating escalation tickets for technical issues with Operations, NOC, Data teams. The role works within established processes and escalates cases that fall outside standard procedures.
