Senior Support Technician at First Focus providing technical support aligned to Australian business hours. Collaborating with clients and engineers in a hybrid working setup.
ES
Hybrid Senior Technical Support Specialist
Posted 48 minutes ago
About the role
- Senior Technical Support Specialist providing technical support for ad tech solutions in India. Working with an international team to resolve technical issues and enhance customer satisfaction.
Responsibilities
- Being the principal and first touchpoint of the customer’s experience/journey
- Keeping an outstanding and detailed communication with our customers through our different channels to provide accurate and prompt support
- Resolve and widely communicate incidents and bugs with appropriate stakeholders
- Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers
- Perform in-depth troubleshooting, including database analysis and reading system logs, to solve complex support issues
- Understand our technologies and become product experts to help our clients
- Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement
Requirements
- 3 years of experience in customer-facing roles in a web-based environment
- 2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI (CTV) etc)
- Experience with troubleshooting, SQL, JavaScript, CSS/HTML, APIs, and Mobile SDKs
- Ability to document technical customer issues into notes that are consumable by other users
- Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail
- Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
- Fluent in Hindi + working proficiency in English
Benefits
- Flexible working environment
- Customer service orientation
- Work with an amazing international team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
BY
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