Specialist, Tech Support II

☞ Web.Com

View: 236

Update day: 29-05-2024

Location: Brossard Québec

Category: Marketing / PR Information Technology

Industry: Culture Entertainment

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Job content

As a Specialist, Acquisio Tech Support, you will be supporting a SaaS based Company to grow its business. You will own and oversee the day-to-day management and support of business critical processes. Your role touches every department across the Acquisio organization and offers the unique opportunity to be at the heart of our value proposition.

KEY RESPONSIBILITIES

  • Identify customer issues: problem recognition and tracking, research, troubleshooting, resolution and follow-up.
  • Proactively follow through on customer issues to ensure they are addressed accurately and promptly.
  • Utilizing effective communication, analytical, and technical skills, Level II Support tasks are identified, investigated and resolved or escalated to the development team after investigation results are recorded.
  • Jira creation; properly document issue following standard template.
  • Follow up on technical cases including proper escalation and management of the case until closure
  • By investigating issues, Identify and communicate possible key business risks
  • Consistently demonstrate excellent communication and customer service skills to maintain a high level of customer satisfaction
  • Work closely with teams within Acquisio to address client issues.
  • Provides support information to the CSA/clients through all support channels. ie: Salesforce, Intercom, etc.
  • Manage Support queue by maintaining a sense of urgency in resolving cases and help identify the root cause of issues.
  • Ensure Best Practices related to Platform Operations are implemented through instructional material, training and mentoring of co-workers
  • Formalize troubleshooting and communication strategies to deal with platform issues as they arise.
  • Monitor and communicate business health across all applicable platforms including assessing short and long term trends around risk and opportunities.
  • Be the key communication lead between internal stakeholders with respect to platform performance
  • Demonstrate clear and concise communication skills in order to provide phone and written customer service as well as internal training.
  • Keep up to date on trends in Google, Bing, Yahoo, Facebook advertising programs and other digital advertising channels.

KEY SKILLS TO BE SUCCESSFUL
If you:
  • Are self-reliant and self-motivated
  • Are able to see initiatives through to completion
  • Are a team player who thrives in a highly charged, entrepreneurial environment with - superior organization and time management skill.
  • Are comfortable with process definition and document
  • Can think creatively and analytically and like to identify and drive high visibility projects
  • Are comfortable with complex technical detail
  • Are eagerly looking for a role which will expand hands-on knowledge of the digital advertising ecosystem
  • Have a strong technical aptitude with the ability to interpret problems and issues .
  • Are able to perform problem solving and understand root cause analysis.
  • Have excellent written and verbal communication skills including outstanding listening/understanding skills. Ability to respond with clarity and professionalism is essential

Then we have something you want. A role designed to channel those strengths within a growing, profitable company, with a strong, collaborative team.
Qualifications
  • In-depth knowledge of Microsoft Excel or strong data management experience.
  • Minimum of 3 years of customer service/technical support experience, preferably in a related field or utility industry. (Online Marketing, Online Tracking, Web Analytics, Google Adwords Editor, and Salesforce experience).
  • Strong multi-tasking skills and effective interpersonal and communication skills.
  • Ability to work autonomously and within a team setting.
  • Experience with relational database/SQL queries
  • Search and Social Media Experience is a plus.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.
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Deadline: 13-07-2024

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