As a Senior Support Engineer, you will be responsible for providing post implementation support to customers that use Adchemy's online marketing platform. You are highly motivated, a self-starter and you are dedicated to providing the highest level of customer satisfaction. The ideal candidate possesses not only a variety of technical knowledge but is able to demonstrate experience in best practices within customer support. You solve problems creatively, possess good entrepreneurial skills and you are flexible, able to adapt to varying customer situations. You enjoy working with people and technology, and as such you have both the ability to interact with engineering teams and have excellent relationship-building and communication skills.
Provide professional and prompt communication on technical analysis and resolution of customer issues at the highest level of customer satisfaction.
Contribute actively towards knowledge base articles for both internal and external consumption.
Work closely with Professional Services, Product Management and Engineering to identify customer requirements and product improvements.
Manage projects in concert with other cross-functional teams to develop processes that contribute towards work place and team improvements.
Work closely with Account Management on achieving a high percentage of client retention
Continuously seek to improve knowledge in areas relevant to online advertising technology and the industry’s best practices.
Perform weekend and after-hours support coverage, including P1 pager duty on a regularly scheduled rotation.
BS degree preferred with a strong academic record
At least 5 years of work experience in a customer support environment.
Demonstrate clear and concise written and verbal communication.
Demonstrate experience in customer support and best practices
Individuals should possess good analytical and problem solving abilities and a strong team player.
Has demonstrated cross-functional collaboration work experience and ability to execute successfully on projects.
plus 20% Proserv bonus plan