Technical Support Specialist Appia
THIS JOB HAS EXPIRED Position Summary:
The Technical Support Specialist 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 Support Specialist 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 Support Specialist 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 Support Specialist 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 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:
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
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 world's largest cross platform, open app store and performance-based advertising network. Developers and media companies can purchase targeted ads running across the entire Appia marketplace, reaching more than 500 million mobile subscribers in more than 200 countries, with a true ROI based marketing solution. Our customers include 4 of the top 5 global operators and leading app developers spanning the globe. The company has closed more than $30 Million in funding, led by top VC partners including Venrock, Trident Capital, DCM?s Android Fund, the Blackberry Fund and Tomorrow Ventures (the investment arm of Eric Schmidt).
||Durham, NC |
THIS JOB HAS EXPIRED