Performics, the performance-based marketing division of DoubleClick, provides online marketing services and technologies for leading multi-channel marketers. Together, Performics and DoubleClick offer clients an unparalleled range of marketing solutions for valued clients.

Clients benefit from Performics´ custom approach to Affiliate Marketing, Paid Search, Natural Search, and Data Feed Marketing programs. The company's proprietary tracking and reporting technology platform, advanced market expertise, and active account management enable clients to improve productivity and results.

We are currently seeking a Technical Support Analyst. This is an entry-level technical support position that provides quality and responsive post implementation technical support to Performics affiliate customers.

KEY ACCOUNTABILITIES:

- Provide professional, courteous and prompt technical support for Performics affiliate customer, liaising with other Performics 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
- Work with more senior personnel or the EMT/DTG Team effectively on more complex technical issues, in order to provide regular updates and a timely resolution to the customer.
- Actively track and manage client interactions by logging all customer contacts in DoubleClick's case tracking system ?Remedy? and through the use of email communication.
- Where appropriate outline the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates.
- Acquire and maintain knowledge relevant to the job including Performics and DoubleClick product offerings, current support policies and procedures and methods of support delivery, in order to provide technically accurate solutions to customers.
- When required, escalate customer issues via established escalation processes.
- When required, participate in weekend and after-hours support coverage.
- Consistently instruct internal and external customers on resources available for self-help e.g. Knowledge Base, DoubleClick Learning Centre, and User Documentation.
- Leverage the internal and external knowledgebase's for prompt and accurate resolution of basic technical issues. Ensure that information about any solution that was not easily found in the KB is passed on appropriately.

Qualified Candidates will have: