The Client Support Analyst ("CSA") will provide front line support for all inbound client inquiries and requests. The CSA will interact with clients via phone, email and text chat in order to log, investigate, and resolve client issues within a client-focused technical support service delivery team. The CSA will also be involved in post-sale client implementation, training and account management.

SiteAcuity primarily serves B2B and B2C businesses that leverage the Internet for lead generation and e-commerce, especially those with significant sales and customer service interaction with site visitors.
SiteAcuity is headquartered in Summit, New Jersey and is managed by an experienced team of business and technology professionals, all of whom were early adopters of online sales and marketing, and e-commerce.
SiteAcuity’s powerful marketing analytics, with integrated contact center and Web visitor tracking and communication tools, gives marketers unprecedented visibility and insight into their e-business and beyond. SiteAcuity’s patent-pending Visitor Code Technology™ even associates traditional inbound phone calls with visitor clickstream data – without special dial-in numbers.
SiteAcuity empowers clients to deliver the ideal customer experience right through their websites, and deliver it in a more personalized fashion. Our next-generation live support software gives site visitors immediate access to live help with a real person through their choice of live chat, click-to-call (they get an immediate call from a rep), or enhanced traditional call-in. Our innovative and unique "Contact Portal" can even allow visitors to actually "see" the rep they are communicating with. SiteAcuity gives reps access to vital information for providing superior service, and significantly increasing leads, sales and customer satisfaction.
SiteAcuity is privately owned and funded by Mr. Keith Maddox, CEO & Founder, Ms. Bernardine Wu, Co-founder and Director of Business Development, and Ms. Deborah Jackson, a private investor and co-founder and co-owner of Infinite Conferencing with Mr. Maddox.

• Monitor and review inbound client inquiries and requests
• Investigate and resolve client issues real time using product documentation and internal knowledge base
• Escalate and route unresolved tickets to appropriate technical support teams for resolution when needed
• Communicate issue status & resolution to clients via phone, email, and text chat
• Contribute content to internal and external product knowledge bases
• Provide new client implementation support and training
• Provide internal training to new Site Acuity Employees & Partners
• Manage outbound client communications for system advisories; upgrade release notes, user community announcements, etc.

• Excellent verbal and written communications skills (grammar, spelling, delivery, etc)
• Confident and engaging phone manner
• Excellent remote trouble-shooting & problem solving skills.
• Understanding of technical & software delivery concepts
• Strong personal organization / administrative / prioritization skills
• Strong ability and desire to work as a team player and assist in the building of a department & company
• Self-Motivated, and able to work in stressful and variable environments
• 4 year undergraduate degree

SiteAcuity offers a challenging, creative, team-oriented environment where employees develop innovative solutions, make immediate impact, and receive recognition for accomplishments. The SiteAcuity team is comprised of expertise from a multitude of areas: business development, sales, marketing, application development, technical architecture, customer service, and more. Our company is led by a management team with deep experience in B2B marketing and delivering software services and that is highly customer and market focused. We hire talented and motivated individuals who will push the boundaries while contributing to a rewarding work environment.

Applicants should apply directly to jobs@siteacuity.com. Attach your resume and a cover letter. The cover letter should describe key accomplishments and your motivation to join the team at SiteAcuity.

All applicants must be authorized to work in the United States on a full-time basis for any employer.