Support Engineer Intern- AOL On Video Network

Employer
Location
New York
Posted
Oct 25, 2012
Closes
Nov 24, 2012
Duration
Full Time
The Position
Aol On Network Support Team is looking for a Tier 1 Support Engineer Intern to join our team.  As a member of this team, you will be responsible for resolving technical issues and troubleshooting problems while interacting with end users, both internal and external costumers.  You will be expected to provide a high level of service, be attentive to customers’ needs and requirements, while fulfilling the Service Level Agreement (SLA) requirements.

About AOLOn Network
Passionate, curious, creative? Our employees have helped to create popular and engaging online products and destinations that attract over 150 million unique visitors each month globally. As a result, AOL is a leading global web services company with a substantial worldwide audience, a suite of powerful web brands and industry leading products, and one of the largest advertising networks in the United States. We look for people that are exceptionally imaginative, collaborative, and truly psyched about our mission to inform, entertain and connect the world.  

5min Media, now known as AOLOn Network (on.aol.com) is the world’s leading next generation digital cable network, reaching millions of individuals each month across the Web. AOLOn Network reaches its unique audience through every digital consumer touch point providing its highly engaged viewers with a menu of options to experience the best in content. The AOLOn Network library consists of acclaimed original AOL productions as well as premium programming from the largest broadcasters, cable networks, and the best pure-play, online media companies." 

With headquarters in New York City and offices in Tel Aviv, AOLOn Network is the driving video technology behind AOL as well as thousands of affiliate partner sites.

Responsibilities
•Provide comprehensive support for our customer base, meet or exceed the standards of service outlined in our Service License Agreement (SLA), ensure the highest level of customer satisfaction, and provide timely and accurate communication of issues status and resolution to the customers
•Ability to establish and maintain effective working relationships with managers and employees, along with working with external customers
•Troubleshoot and track technical issues, via Salesforce ticketing solution
•Taking ownership of technical issues and worked with our 2nd Tier Support Team to resolve more advanced issues when necessary
•Manage cases and assign support tickets to correct teams

Skills and Qualifications
• You are currently enrolled in a four year undergraduate program; This internship is NOT designed for Masters Students 
•Basic knowledge of web debugging tools such as Firebug
•Demonstrate knowledge of HTML, Javascript, CSS
•Knowledge of or experience with mobile interface (iOS or Android) a plus
•Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously without compromising quality
•Strong interpersonal skills and the ability to work independently as well as in a team environment--service oriented individuals only!
•Excellent organizational and interpersonal skills
•Excellent troubleshooting, problem solving, and analytical skills
•Previous internship experience working on a help-desk or with a ticketing system preferred but not required
•Preferred Major(s):  Internet Technology, Information Technology, Computer Science, Business, Psychology, Mathematics and other technical majors welcomed
•Minimum GPA:  3.0

You will love this internship if:
1. You enjoy being the link between the technically-savvy and the non-technical
2. You have patience and enjoy customer service oriented positions

This internship is not for you if:
1. You are looking for a position that will expose you to coding, application development or software engineering
2. You do not enjoy working with people or have little patience


This is a paid internship requiring 15-30 hours/week preferably.

JANUARY OR IMMEDIATE START. Internship set to continue through SPRING Semester.



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