Technical Support Specialist - Akkodis : Job Details

Akkodis is seeking Technical Support Specialist for a 12 Months Contract with a client located in New York City NY (Hybrid Remote).

Pay Rate - $34/hr. on w2

ABOUT THE ROLE:

The Platform Governance and Operations team is responsible for driving product adoption, governance, user satisfaction and loyalty of our internal CRM platform. The Global Platform Governance and Operations team is seeking a Specialist to join us. In this role, you will work with the product, monetization strategy, sales and other cross-functional teams to develop and activate internal tooling strategies that will foster efficiency and effectiveness.

Skills:

• BA/BS degree or equivalent practical experience
• 2+ years of Technical Support or Operations, Contact Center/Service experience in Ad Tech preferred
• Proven experience in a similar role providing on-call support for CRM, Transaction, Ad platforms
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues under pressure
• Metrics driven, ability to multitask, manage day to day independently to meet required SLA's
• Foundational knowledge and passion for social media, mobile apps, and digital and mobile marketing
• Strong communication, interpersonal, and presentation skills
• Willingness to work non-standard hours/different shifts (i.e. 7am-3pm; 2-10pm) depending on team needs
• Mandarin language is a plus

Preferred Qualifications:

• Mandarin language is a plus - NOT required

Responsibilities:

• Provide on-call support for CRM and Transaction related queries from external and internal users
• Ability to work on user queries via multiple channels, i.e. chat, email
• Own query resolution through collaboration with Business, Product and Engineering groups
• Troubleshoot technical problems, identify root causes, and implement effective solutions to resolve common issues and bugs, manage escalation workflows with internal XFN teams
• Drive overall customer satisfaction, ensuring service quality through case management journey, providing accurate and regular updates
• Drive adherence to SLA's and achieve set performance metrics (resolution times)
• Document all support activities, including incident details, troubleshooting steps, and resolutions, in accordance with established procedures
• Identify areas of continuous improvements via improved documentation and insights
• Provide technical guidance and assistance to end users, helping them maximize their productivity and efficiency with the CRM platform
• Engage and support new product launches, act as a voice of customers to address common issues and bugs
• Act as a subject matter expert for the product area assigned

If you are interested in this Technical Support Specialist job in New York City NY, then please click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com.If you have questions about the position, please contact Sudhir Awasthi at 610-###-#### or [email protected].

Equal Opportunity Employer/Veterans/Disabled

Benefits Offering

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client.

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The Company will consider qualified applicants with arrest and conviction records.