Technical Client Service Specialist

New York
Oct 06, 2012
Nov 05, 2012
Full Time
AOL Advertising is revolutionizing the way online advertising works. We operate on the cutting edge of media, giving clients a diversity of means to reach global audiences that consume AOL content on a daily basis. AOL is uniquely positioned in the marketplace to work with brands to move their stories forward given our focus on original content, sophisticated distribution models and social marketing approaches. Simply put, we tell the story, take it places and get people talking.

ADTECH US, a wholly owned subsidiary of established internet brand, AOL, is looking for a Client Support Specialist to join our team. The CSS will provide world-class client service by providing consultative technical support to customers post-sale. This includes providing new clients with training on our system and guiding them as they use the product. We are looking for someone with excellent communication skills, understands the core principles of client service, and can apply them daily.

Skills in web technologies such as HTML, Javascript and/or Flash are required, strong client service ethic, and a willingness to learn enterprise technology and become "the expert" for their clients.

Position Purpose:
The ADTECH support process is aimed towards keeping our customers happy with our product and our service. We are in charge of providing new customers with training on the system and guiding them as they learn how to use the product. Along the way, we are accountable for answering any questions they may have about the system either by e-mail and by phone, always in a timely and professional manner. Another important responsibility is to create documentation based on new features of the system and needs of the customer. Communication is also a vital part of the job, not only with the customer, but also with your colleagues both here and abroad in order to get the answers that you and the customer need.

Essential Duties and Responsibilities:
• This is a client facing position. Your job will be to respond to customer requests and queries in a timely and courteous fashion. Both product training and second tier support will be available.
Provide world class customer service and support for our customers
• Communicating with customers through email, live chat or over the phone
• Analyze and solve issues around customers’ advertising campaigns and other technical issues
• Communicate with other members of the product support and product management teams to provide a timely resolution to customer issues as well as future product features, enhancements and functionality
• Write and edit documentation and other instructions as requested and help to maintain the quality and integrity of support documentation
• Maintain online databases tracking customer support and customer contacts

• Proven written and verbal skills in English
• Solid compulter application skills (web browser, email client, word processing, text editing and spreadsheets)
• A good understanding of basic web technology, being able to understand and write JavaScript, HTML, SQL
• Understanding of Flash is a big plus
• Spanish language skills - verbal and written - is another big plus!
• Team player willing to change roles as needs require and the organization grows
• Organized with the ability to prioritize your own work and track multiple tasks and projects 

Customer service experience, preferably in software or web services environment
Minimum six months of customer support experience, 1+ years of customer service/client service experience preferred
Advertising production and operations experience preferred 
Technical writing experience a plus 

About AOL 
Do you want to make the Internet better? We do too. And we're always looking for people with great ideas. We need free spirits and straight shooters. Creatives and critics. Nerds with nerve. People who love the internet, but can see its cracks...and future, too. At AOL we're focused on radically redefining the world of online communications. We are transforming how people around the globe connect with information, entertainment and one another by bringing together award winning journalists and innovative technologies to create rich and engaging consumer experiences. We look for people who are exceptionally imaginative, collaborative, and truly excited about our mission - to inform, entertain and connect the world.

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