 Technical Services Associate II Job Description:
Yahoo! Search Marketing, a division of Yahoo! Inc., offers essential marketing services for companies doing business online. The group's search-based products and tools help businesses connect with highly motivated customers.
Position: Technical Support Engineer - Technical 2
Location: Burbank, California
Job ID:
Job Description:
As part of the U.S. Customer Solutions team, the Technical Support Engineer is responsible for taking escalated technical calls/emails from advertiser-facing Tier 1 individuals, which includes (but not limited to) Customer Solutions advocates, Direct Sales advocates, Account Managers/Account Executives, Sales Engineers, and other advertiser-facing groups, researching and resolving these advertiser and partner inquiries, and responding, via phone, email, or other media, directly to advertisers, affiliates, or business partners. Successful candidate should be a self-starter, require minimal support for day-to-day activities and possess excellent time management skills.
Note: A successful candidate must be willing to work a variety of days and hours.
Primary Responsibilities:
*Responding to escalated technical support calls/emails from Tier 1 individuals (either through direct escalation or escalation through Help Desk tickets) across a variety of complex Yahoo! and third party technologies, tools, products and services, across U.S. and International geographies
*Responding to escalated Sales support issues across all products highlighted below
*Providing outstanding technical customer service for all Yahoo! Search Marketing products including:
-Precision Match
-Local Match
-Content Match
-Conversion Counter
-Advertiser Web Services (AWS)
-Search Submit
-Product Submit
-Travel Submit
-Other products implemented and supported by Yahoo! Search Marketing
*Researching and resolving to advertiser and partner inquiries, responding via phone or email through Microsoft Outlook and/or CRM system to advertisers, affiliates or business partners for all Yahoo! Search Marketing product, tools, and feed related issues
*Working closely with Customer Service department, Direct Sales department, and other advertiser-facing groups to resolve advertiser-facing technical issues
*Working closely with Application Support, Product/Project Managers, and Development resources to resolve complex issues, determine technical fixes and assist with new product introductions as appropriate
Basic Qualifications:
*2+ years experience in a customer technical help desk/ product support environment, preferably in a telephone sales or service center. Bachelor's Degree in Computer Science preferred.
*1-2 years of DHTML, Javascript, SOAP, XML, SQL/PL SQL experience in a support role required.
*Strong computer skills, including knowledge of Unix/Windows, the Internet, search engines and browsers.
*Advanced written and verbal communication skills, including the ability to effectively communicate technical issues to both technical and non-technical customers. Demonstrated success in effectively communicating in a relationship-based service environment, at a variety of levels within customer organizations.
*Advanced experience summarizing and consolidating complex information provided from various sources.
*Excellent interpersonal skills, initiative and problem-resolution skills.
*Advanced experience working effectively with minimal supervision and demonstrating initiative in problem identification, analysis and resolution.
*Must be able to effectively influence and motivate others.
*Ability to handle multiple assignments with effective resolution of conflicting priorities.
Preferred Qualifications:
*Working knowledge of databases a plus. Oracle or MySQL preferred.
*Experience or knowledge of JSP, ASP, or PHP preferred.
*Experience in automating tools for product support preferred.
*Knowledge and work experience in Java or scripting languages such as Perl a strong plus.
*Prior experience with supporting search engine technologies a plus.
*Knowledge of Yahoo! Search Marketing products, services, and/or systems a plus.
About Yahoo!
Yahoo! Inc. is a leading global Internet brand and one of the most trafficked Internet destinations worldwide. Yahoo! seeks to provide online products and services essential to users' lives, and offers a full range of tools and marketing solutions for businesses to connect with Internet users around the world. Yahoo! is headquartered in Sunnyvale, California.
To apply, please visit:
http://careers.yahoo.com/jdescription.php?frm=jsres&oid=16297
Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit http://careers.yahoo.com |
