Technical Service Manager, ONE

Company Description

Oath’s media brands deliver the content consumers want, and our platforms help advertisers and publishers reach their goals across every channel and format.

Oat's global house of 50+ media and tech brands make real connections with more than a billion people by building the best in class platforms through the use of highly scalable, high availability, low latency and fault tolerance services.

The AOL Platforms Group and the ONE by AOL For Publishers solution suite is the global partner of choice for leading publishers seeking to maximize the value of their online brands. Simply put, we provide publishers a unified view of their monetization, audience, and content efforts; insights into trade-offs and potential areas for improvement; and tools to take concrete actions to create new value.

Job Description

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.


Responsibilities:

  • 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

  • Understanding of web technologies, including web pages, basic JavaScript/HTML

  • Focus on Web integrated video players (e.g. JW-Player, O2 (Aol inhouse),...) and / or Mobile APP/SDK support

  • 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


Qualifications

    • Maintain high productivity in stressful situations and demonstrate a sense of urgency about results

    • Prioritize work in alignment with the needs of internal and external customers; adapt to shifting priorities

    • Ability to adapt communication content and delivery to audience

    • Demonstrate good judgment in routine, day-to-day decisions; know when to make a judgment call vs. escalate

    • Able to make decisions on-the-fly, sometimes with little information or guidance

    • Proactively inform team members about developments that may be relevant to the team

    • Work effectively with others who have different perspectives, backgrounds, and/or styles

    • Earn trust and credibility by executing against team goals, even when it means helping others with their work

    • Have the confidence to present, answer ad-hoc questions in front of clients

    Requirements:

    • BS in Computer Science or related IT degree with a technology/web focus is a plus

    • Experiences in working with web technologies, including HTTP, HTML, JavaScript, Flash, XML, etc.

    • Understanding of HTTP client-server workflows, debugging the client-server communication

    • Aptitude for, and interest in, learning new applications and platforms

    • Experience with iOS and Android OS is a plus

    • 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

Additional Information

Aol is proud to be an equal opportunity workplace. Aol employees are rewarded competitively and are entitled to a wide range of benefits that encourage a positive lifestyle. Our recruitment team will always welcome any conversations about flexible working requirements.

We do not accept resumes from placement agencies, headhunters or other suppliers that have not signed a formal agreement with us.


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