Technical Support Consultant Level I

Job Description

Description:Location: NoidaShift: 24x7The 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 Clients 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

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

Keyskills :
SoapJQueryAdobe AnalyticsHTMLSqlRESTJavascriptPerlPhpAngular JsAdobe Campaignadobe targetSalesforceGoogleAny JS FrameworkTealiumAPI (Application Programing Interface)Adobe Experience PlatformWeb services/APIPega