Job Summary

Technical Requirements

• Bachelor’s degree in Computer Science, or related technical discipline
• Basic understanding of APIs, Web technologies, HTML and large-scale systems
• 3 - 4 years of Support experience in Cloud Application or Software Application (not to be mistaken for hardware / router / PC support which is procedural) or Digital Advertising space with expertise in Campaign Management, Campaign Optimization and / or Technical Support for Search campaigns on Google Ads (FKA as AdWords) or Microsoft Advertising Platform (FKA Bing Ads)
• willing to work in a Technical / Customer Support  environment adhering to the client defined KPIs and SLAs.
• Tier 2 Technical Support Engineer with troubleshooting skills and experience of analysing loggs using any debugging tools like Fiddler etc.
• Any previous dev experience or programming language understanding is a plus (any language, C++, .Net, Java, Python etc)

 

Non - Technical Requirements

• Mandatory English & Chinese language skills including strong verbal and written communication skills required for all levels of stakeholders.
• Well organized, Attention to detail, Commitment to quality
• Customer obsession and end user interaction experience (not internal back-end support)
• Analytical mind set for problem solving ability
• Self Starter, Work well independently, ability to manage one's time and prioritize tasks.
• Team player. Strong cross and group collaboration and interpersonal skills
• Ability to work with multiple global vendors of the client.

 

Preferred Qualifications (Soft Skills)

• Understanding of how Online Advertising, Search & Display Advertising work
• Google Ads or Microsoft Ads certification
• Understanding of the North American and European cultures, slang, brands, and current events
• Experience with website analysis using a variety of analytics tools including Google Analytics and other internal reporting tools (for Analytics pod)
• Experience with UTM tags and conversion tracking etc. (for Analytics pod)

Key Responsibilities

1. To troubleshoot and resolve tickets raised by the clients.
2. To undertake training programs for new joinees
3. To perform knowledge transition during project enhancements
4. To document all the defined processes and the methods of resolving the ticket| troubleshooting| etc.
5. To update self on latest technologies and related areas

Skill Requirements

Technical Support, L2 Support, Product Support

Other Requirements

Chinese, Japanese Language, MySQL