Junior Support & Developer

PURPOSE OF THE JOB/PROJECTProvide tier 2 Technical support for the Advertising platform for Account Management Teams and other Advertising partner teams, or written correspondence such at tickets and email.

RESPONSIBILITIES:

To work on the customer provided ticketing tool and all communications to the client are done using the ticketing tool.Acknowledge tickets as per the SLA.Understand the issue reported by the client and start the investigation.Post analysis / investigation provide the resolution to the customer using ticketing tool within the agreed SLA.If the issue needs to escalate to Tier 3 escalation team, need to document all the troubleshooting and analysis in the ticket and then escalate within the agreed SLA.Follow the process and technical troubleshooting as per the internal documents or repetitive or known issues.Ensure there is proper follow-up with clients and tier 3 teams every 24 hours (excluding weekends) and keeping the customer updated about the investigation / progress.Ensure customer is satisfied with provided resolution.Collaborate with the team members whenever needed.

BASIC QUALIFICATIONS / QUALITIES WE LOOK FOR:6 months of experience in software development.At least 2+ years of technical Support experience.Understanding JavaScript’s variable and storing the value in JavaScript.Good working knowledge of CSS, HTML, Web development, Python (or similar language, like: C#, ASP.net) and API.Good exposure on advertising preferably in Search advertising, Google AdWords, Microsoft Advertising, Google Analytics.Knowledge of SQL is good to have along with exposure to Microsoft Merchant center, Kusto, Cosmos, Data Analysis skills.

PREFERRED QUALIFICATIONS Handle challenging and politically charged customer situations.Strong communications skills – fluent in spoken and written EnglishEffective, polished interaction with customers to gather information quickly & comprehend the Issue; explain customer responsibilities in resolving issue; communicate next steps and status.Cross-team collaborationLogical / Critical thinkingPassion for technology and customer focus.

Key Skills

• SQL