Technical Support Consultant Level I

Description:

Location:

Noida        

Shift: 24x7
The challenge
Client Technical Support Consultants provide accurate and timely technical support to Digital Marketing customers via telephone and email.

They manage support issues of a complex and technical nature with varying degrees of priority, all while delighting Clientcustomers.

Technical Support Consultants address incidents within predetermined service levels, requiring the ability to multi-task and prioritize.

They carry out projects as assigned and support other team members to represent Client in a professional manner.
What you will do
Troubleshoot and reproduce the technical problems reported by customers and define workarounds.

Provides technical support via telephone and email, and thoroughly logs all interactions in respective support cases.

Validates and reports customer submitted product bug reports with precision.

Educates customers on the use of Digital Marketing products, specifically Client Target.

Assists in testing new and enhanced products.

Manages projects professionally and within stated timelines.

Fully owns cases in their name and contributes to success of global team.

Identifies trends and potential issues and quickly communicates with affected parties.

Support sustainable & scalable software solutions for Client's largest customers.

Helps maintain accurate and complete product documentation.

Treat each case as an opportunity to delight customers, despite factors outside control of consultant (such as product limitations or dependencies on third parties)

Work in shifts 24/7

Weekend or holiday coverage as required in rotation with team.

Assists in special projects and other duties as assigned.
What you need to succeed
Bachelor's degree in computer science or related field

At least, three years' experience in a customer support environment, preferably in a high enterprise tech setting

Excellent communication skills - both verbal and written.

Must be self-motivated, responsive, professional, and dedicated to customer success.

Possess an innovative, problem-solving, and solutions-oriented mindset.

Demonstrated ability to learn quickly, be a team player, and manage change effectively.

Extensive knowledge of Microsoft Office and web sites.

Ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals.

Ability to build strong relationships across internal teams and with customers.
Strong technical Acumen
Must have, Deep knowledge and understanding of HTML, JavaScript, Perl, Web services/API.

Knowledge of Internet/Digital Marketing concepts, Mobile, DTM, Tag Management.

Experience with SQL and database management.

Experience with data insertion and reporting APIs, SOAP, REST and PHP

Knowledge of Mobile and Video programming solutions

Desirable to have experience using Adobe Solutions like, Adobe Experience Platform, Analytics, Target, Audience Manager, or other web analytics and optimization tools, in or out of the Adobe Marketing Cloud.

Proven ability to diagnose and troubleshoot complex analytic implementation issues.

Practical understanding of JQuery, Angular JS, Any JS Framework

Working knowledge of API (Application Programing Interface)

Ability to identify, research and quantify business problems using statistical analyses on large data sets.

Adobe Experience Cloud tool certification (either Adobe Campaign, Adobe Experience Platform, Adobe Target, Adobe Analytics are desirable)

General knowledge about working with Google, Tealium, Salesforce and Pega technologies.

Advanced level Excel and Power Point

Some experience of digital marketing, CRO, digital analytics, decisioning, campaign planning, creative and UX disciplines