Technical Support Analyst II Bridgevine
THIS JOB HAS EXPIRED Description
Bridgevine is seeking an experienced Technical Support Analyst II. This position will be reporting to and working directly with the Technical Support Manager and Director of Technical Operations. The Technical Support Analyst II reviews issues to provide resolution and/or assigns the issue to the corresponding Tier 3 departments. Once resolved, production testing is performed as well as collaboration with external technical partners for tracking and resolution to issues. This position is based in Vero Beach, FL and operates in coordination with other internal and external departments.
The job responsibilities include but are not limited to the following:
Review escalations to determine where defect resolution, enhancements or Call Center training is required to ensure top performance and continual improvement of our order processing systems.
Perform Web page debugging using tools such as Firefox/Firebug to characterize issues reported from the field.
Accurately describe problems and identify where solutions can be implemented.
Collaborate and support with External Technical Support Partners is required with the ability to solicit relevant information in order to sufficiently investigate non-routine problems with Tier 3 teams and then effectively communicate solutions.
Assist with Product Management and Development to resolve issues.
Must have the ability to be flexible to a changing environment and acknowledging urgency when necessary.
Maintain procedures and methods for escalation processes and database administration.
Prepare a variety of reports to analyze system issues and trends as well as producing reports for Managers, Directors and Executives.
Interact with Providers, Call Centers, Partners and staff to resolve escalations.
Provide a variety of supportive services as directed by the Manager or Director.
Handle customer service communication via phone, email, knowledgebase updates, partner tools and the Help Center tool.
Use several monitoring tools to ensure Sales and Server stability.
Production and other phases of testing are required.
Perform other related duties as required.
Nights and weekends are required.
Associate?s degree in related field or equivalent work related experience.
Ability to debug dynamic web pages that use Javascipt/JQuery/JSON in addition to XML/XHTML/CSS required.
Web development experience preferred.
Advanced knowledge of personal computers, internet and browser operations.
Ability to read and analyze HTML/XML and/or other programming language is required.
Microsoft Office Experience is required.
Ability to suggest or implement technology solutions to enhance organizational success.
Excellent analytical and problem-solving skills required.
Exceptional attention to detail and ability to complete tasks with minimal direction and support.
Time management skills and ability to complete projects within deadlines.
Knowledge of principles and practices of organization, planning, research and general administration.
Ability to communicate effectively both verbally and in writing with senior staff, employees, channel partners and the public.
Ability to operate standard office equipment including but not limited to computers, copiers, calculators and facsimile machines.
Ability to follow oral and written instructions.
ABOUT BRIDGEVINE, INC.
Bridgevine is an Internet marketing company connecting national and regional advertisers with new clients and merchandising affiliates with integrated customer monetization solutions. Its proprietary PCI-certified platform acquires leads through multiple sources, including search, e-tail and retail, and then offers consumers a variety of services and money-saving bundles from its expanding base of participating brands. The company has expedited more than 8 million transactions generating over $1 billion in incremental revenue for a number of world-class partners. It has been cited on the Inc. 500 list two times, as well as the Deloitte Fast 500 list, and is backed by major investors such as Safeguard Scientifics (NYSE: SFE) and Constellation Venture/JP Morgan (NYSE: JPM).
||Vero Beach, FL |
THIS JOB HAS EXPIRED