Support Engineer Intern- AOL On Video Network

New York
Nov 28, 2012
Dec 28, 2012
Full Time
At AOL, we want to bring people closer to the things that matter, while helping them discover and share stories and information that color their lives, especially when it comes to video. The AOL On Network is a new video platform that offers premium content across 14 content channels including food, business, entertainment, style, tech, travel, health and others, and reaches nearly 57 million U.S. consumers. 
The AOL On Network features original shows as well as partner content from a library of over 320,000 high quality, short-form videos created by more than 1,000 premier publishers. Through AOL On, this content is available across hundreds of premium destination sites as well as AOL’s owned and operated properties.

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.

•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.

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. 

AOL is an equal opportunity employer and does not discriminate on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other classification prescribed by applicable law.

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