Jr Software Support Associate Appia
THIS JOB HAS EXPIRED Position Summary
The Software Support Associate ("Technical Account Manager") will be self-motivated with a proven track record in technical support roles with mobile or software companies. He/she possesses strong customer handling skills and is able to communicate professionally in oral and written responses with Appia?s partners. The Technical Account Manager must be organized and analytical, able to track issues to resolution and have excellent follow through. He/she must be comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
The Technical Account Manager will have responsibility for all partner support at Appia, working closely with Appia?s Technical Account Manager, Business Development and Sales Teams to successfully on-board new partners. He/she will have both internal and external customers, working closely with project management, account management, product and engineering to support deployments across partners.
The Technical Account Manager will be the key technical interface between the customer and Appia?s Sales, Account Management and Engineering teams ? serving as the main technical support contact for all new and existing customers during the initial deployment and providing in-life support after launch.
This role will also carry responsibility for refining the technical support processes, as well as reporting on the key performance metrics related to technical customer support.
Provide software Technical Support for Appia?s new and existing customers and overseeing customer technical issue resolution
Support Sales & Business Development by providing technical support for new customers from contract to in-life
Responsible for refinement and management of customer technical support processes and documentation
Manage the on-boarding process for multiple, concurrent customers
Convey the technical integration status of new and existing customers
Work with cross functional teams to resolve customer issues related to technical support and help troubleshoot technical issues
Provide direction into Product for future features and functionality that will reduce technical support requirement for customers
Act as primary technical liaison between prospect/customer and Sales, Project Management, Engineering and Management teams
Monitor on-boarding and in-life support processes and report status to stakeholders on an ongoing basis
Consult with business owners on a regular basis to ensure technical support needs are addressed
Minimum Job Qualifications
0-2+ years relevant experience in Mobile or Software technical customer support
B.S. in Computer Science or equivalent work in Technical Customer Support and/or Technical Account Management (Development support, not IT support)
Strong understanding of SQL select statements
Proficiency in one or multiple software development languages
Well organized with a sense of urgency with excellent follow-up, writing and presentation skills
Experience in managing technical support for a large customer base
Able to communicate effectively with business customers, senior management, peers and project staff
Experience with ad network, Internet/Telecom technical support
Advertising, Professional Services/SI or Mobile SI Firm experience
Familiar with Android or iOS SDKs
Appia is the leading mobile user acquisition network; delivering mobile app downloads to over 1 billion users across 200 countries. Ranked #22 on the Wall Street Journal?s 2012 Top 50 Venture-Backed Companies, Appia provides non-incentivized performance mobile solutions for advertisers, publishers, and developers. Brands like ngmoco, AppBrain, Fiksu, Playtika, Cupid and Zedge trust Appia with their mobile app discovery. We are headquartered in Durham, NC with operations in San Francisco, CA. For more information, visit www.appia.com
||Durham, NC |
THIS JOB HAS EXPIRED