A. Basic Function:

  • The Technical Support Analyst (TSA) is an entry-level technical support position that provides quality and responsive post implementation technical support to DoubleClick customers utilizing the DART Search ASP software product. This is a technical role in a fast paced, independent, innovative environment with a strong client services focus. B. Key Accountabilities
  • Provide professional, courteous and prompt technical support for the DART Search ASP software product, liaising with other DoubleClick departments to provide two way communication on customer issues. This should include basic problem prioritization, analysis, and resolution of issues where answers can be easily obtained. The result should be high level of customer satisfaction.
  • Actively track and manage client interactions by logging all customer contacts in the Remedy case tracking system.
  • Appropriately outline the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates in line with the GTS rules of engagement.
  • Effectively work with more senior personnel, the escalation (EMT) team, or the engineering (DTG) team on more complex technical issues in order to provide regular updates and a timely resolution to the customer.
  • Seek ways to improve current technology, business processes, and both internal and external documentation.
  • Identify, reproduce, and resolve technical issues as they relate to our technology.
  • Attend interdepartmental meetings advising on technology.
  • Facilitate information sharing about DoubleClick technology to clients.
  • When required, participate in weekend and after-hours support coverage, including P1 pager duty on a regularly scheduled rotation of responsibility across the GCS team C. Knowledge and Skill Requirements
  • Bachelor's Degree in Computer Science, Business Systems, or Information Systems Management.
  • 9-12 months experience in client facing technology support role (help desk, call center).
  • Strong problem-solving and project participation skills.
  • Medium competency level in HTML, cookie technology, and URL encoding and structures.
  • Familiarity with shell scripting and SQL query skills.
  • Basic programming understanding and experience.
  • Excellent verbal and written communication skills.
  • Previous experience with online marketing tools desirable. To Apply to this job go to http://www.GadBall.com or click here