Technical Customer Support Specialist
AOL is committed to hiring and growing the best talent on the planet within the Media Technology industry, and yes you read that right, Media Technology! In case you haven’t heard AOL these days consists of totally awesome brands like Huffington Post, Mapquest, TechCrunch and Engadget just to name a few. Additionally, we own & operate the best advertising technology stack in the business with our launch of AOL One giving both advertisers and publishers an end to end solution for their clients. With the acquisition of AOL by Verizon in June of 2015 we are stoked to have the opportunity to combine their footprint of 1.5B+ connected devices to the overall AOL strategy as we continue to focus our efforts on the mobile and video advertising markets. While we love being part of the Verizon family, we are continuing to run as a standalone company (yay!).
Above & beyond all the cool brands, content and advertising tech though we are a company that attracts, values and grows truly awesome people and talent. If you are looking for a career (not just a job), enjoy a fast paced & dynamic work environment, love working with super smart and top tier engineers and want to be a part of the continued success in growing the AOL business then look no further than this role @ AOL!
As a Technical Service Manager, you will be joining our Tier 1 / 2 support team and acting as the first contact for customer support cases. We are looking for someone with a support or problem solving background with a technical focus and experience with Web technologies. The position requires understanding of technical concepts and excellent problem solving and communication skills. Candidates will respond directly to clients in a support capacity through the Aol platforms case system, via phone or meet clients personally.
Focus is on initial case acknowledgement, resolution of Tier 1 support issues/questions, and prompt escalation to Tier 2 for more technical cases. Our ideal candidate approaches new situations with curiosity and enthusiasm, has an innate passion for learning new things and solving problems, and is highly motivated to deliver exceptional service as well as enjoy working in a team. Experience in digital advertising is a plus.
Technical Service Managers report into the local Head of Service.
Monitor and manage Tier 1 / 2 cases
Initial case acknowledgement and assessment: reply to customer via case system, e-mail or phone
Internal support for Sales, Business, and Account Management teams: help to resolve technical questions, provide product and tech trainings, etc.
Resolve Tier 1 category cases including platform questions and troubleshooting ad trafficking/serving, reporting, and console related issues
Occasionally participate in customer or internal calls as needed to expedite resolution
Learn and use various web debugging tools
Continued learning of new product features
Maintain proficiency in ONE by Aol platforms, including products, processes, and related technologies
- Conduct regular training sessions on products for new/ existing clients
BS in Computer Science or related IT degree with a technology/web focus is a plus
Basic understanding of HTTP client-server workflows
Aptitude for, and interest in, learning new applications and platforms
Excellent written and verbal communication skills
Strong interpersonal skills and a desire to interact with clients and internal business & technical teams
Strong problem solving skills and attention to detail
Experience in digital advertising industry a plus
EEO/AA Women, Minorities, Veterans, Individuals with Disabilities Employer: AOL offers a competitive salary and benefits package, including 401(k) match and performance bonus. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or other protected category.
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