Akkodis is seeking Technical Support Specialist for a 12 Months Contract with a client located in New York City NY (Hybrid Remote).
Pay Rate - $34/hr. on w2
ABOUT THE ROLE:
The Platform Governance and Operations team is responsible for driving product adoption, governance, user satisfaction and loyalty of our internal CRM platform. The Global Platform Governance and Operations team is seeking a Specialist to join us. In this role, you will work with the product, monetization strategy, sales and other cross-functional teams to develop and activate internal tooling strategies that will foster efficiency and effectiveness.
Skills:
BA/BS degree or equivalent practical experience
2+ years of Technical Support or Operations, Contact Center/Service experience in Ad Tech preferred
Proven experience in a similar role providing on-call support for CRM, Transaction, Ad platforms
Excellent problem-solving skills and the ability to troubleshoot complex technical issues under pressure
Metrics driven, ability to multitask, manage day to day independently to meet required SLA's
Foundational knowledge and passion for social media, mobile apps, and digital and mobile marketing
Strong communication, interpersonal, and presentation skills
Willingness to work non-standard hours/different shifts (i.e. 7am-3pm; 2-10pm) depending on team needs
Mandarin language is a plus
Preferred Qualifications:
Mandarin language is a plus - NOT required
Responsibilities:
Provide on-call support for CRM and Transaction related queries from external and internal users
Ability to work on user queries via multiple channels, i.e. chat, email
Own query resolution through collaboration with Business, Product and Engineering groups
Troubleshoot technical problems, identify root causes, and implement effective solutions to resolve common issues and bugs, manage escalation workflows with internal XFN teams
Drive overall customer satisfaction, ensuring service quality through case management journey, providing accurate and regular updates
Drive adherence to SLA's and achieve set performance metrics (resolution times)
Document all support activities, including incident details, troubleshooting steps, and resolutions, in accordance with established procedures
Identify areas of continuous improvements via improved documentation and insights
Provide technical guidance and assistance to end users, helping them maximize their productivity and efficiency with the CRM platform
Engage and support new product launches, act as a voice of customers to address common issues and bugs
Act as a subject matter expert for the product area assigned
If you are interested in this Technical Support Specialist job in New York City NY, then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com.If you have questions about the position, please contact Sudhir Awasthi at 610-735-8014 or sudhir.awasthi@Akkodis.com.
Equal Opportunity Employer/Veterans/Disabled
Benefits Offering
Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.Akkodis.com/en/candidate-privacy/.
The Company will consider qualified applicants with arrest and conviction records.