Technical Support Specialist

The Technical Support Specialist provides timely support to customers through available communication channels (email and chat)

Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

Work experience:
• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a ‘must’ but would be a distinct advantage

Required Interpersonal Skills:
• Passionate about communication and interacting with people is key to success in this role
• Able to receive continuous feedback and work in a fast-paced working environment
• Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement
• Good reasoning and analytical skills
• Able to demonstrate critical thinking, a proactive attitude

• Must be able to speak, read and write the required language to support

Technical Skills:
• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
• Experience in Customer Support / Technical Support will be added advantage

• Have basic understanding on HTML and Java will be added advantage.

• Strong understanding of online advertising, digital marketing and related products

• Technical understanding of the client products/services and/or ecosystem being supported

(May perform other duties as requested that may not be specifically addressed in this document)

• Accountable for closing customer inquiries regarding client's products/services, customer's accounts and provide additional clarifications as requested by customers
  
• Responsible for adding/updating/reviewing rich media functionality in Ads
• Address issues or tasks assigned to them through ticketing systems, via Chat, Email or Phone channels
• Creates layout templates, gallery uploads, component testing, functionalities testing, builds dynamic display ads, etc.
• Assigned to relatively simpler Rich Media workflows
• Utilize various systems and tools to initiate and assist customers
• Keep up to date with industry developments, applicable operating systems, common and related software and hardware, and company policy to ensure proper communications to customers
• Adhere to policy and procedures for all customer calls or tickets received ensuring achievement of company set goals
• May be asked to assist in training and product / system testing
• May be asked to research technical issues
• May be asked to investigate potential recurring issues and incompatibilities