In this role, you will develop an expert understanding of the inner workings of the platform and become the go-to person for technical queries. As an individual, you will be a real problem solver and you must have strong technical, troubleshooting and communication skills, both verbal and written. Your ability to work with internal teams and customers under a variety of circumstances and pressures, and meet agreed SLAs, is a fundamental requirement. This position reports to the Manager of Support Services.
The Technical Services Specialist is responsible for providing day-to-day technical support to agency and advertiser clients. Responsibilities will include the following:
Deliver world-class customer service and technical support.
Prioritize and resolve support tickets (client and internal) quickly and accurately.
Troubleshoot and resolve any application issues working in collaboration with the technical operations team.
Report any identified application bugs or product deficiencies to the Operations or Product departments, respectively, as appropriate.
Assist the Professional Services function with key elements of new client on-boarding projects.
Gather customer feedback and work with the product development team to ensure customers requirements are prioritised on the product development roadmap.
Required Skills and Experience:
Bachelor of Science degree preferred or equivalent with an analytical element (Mathematics, Physics, Computer science...)
Excellent attention to detail and logical thinking.
Advanced Microsoft Excel (formulas, pivot tables, etc...).
Familiarity with relational databases and SQL queries a bonus.
Demonstrated proficiency in technical and customer-facing situations.
Ability to quickly learn and apply new information.
Ability to successfully interact with both non-technical customers and technical support staff at customer organisations
Strong written and verbal communications skills
Must be independent, self-motivated and success-driven, yet willing to work within a team environment
Must be able to prioritise own workload under pressure.
Preferred Skills and Experience:
Fluency in Portuguese, Mandarin, Japanese, Spanish, French or German preferred.
12 months plus experience with understanding of paid search or online marketing preferred.
Understanding of URLs, URL encoding, and parameter passing a plus.
Experience with website analytics tools a plus
This is an on-site, full time salaried position in Austin. Compensation depends on prior experience. Marin Software provides Equity participation, best in class comprehensive health plans including medical, vision and dental, in addition to generous PTO and reimburses 50% of monthly commuting costs for parking and/or mass transit up to the IRS limitations. Marin Software"s world headquarters is located in the financial district of San Francisco, with remote offices in Chicago, New York, Austin, and Portland. European headquarters are located in London, with additional offices in Singapore, Paris, Hamburg, Sydney and Tokyo.
About Marin Software
Marin provides a leading revenue acquisition management platform used by advertisers and agencies to manage more than $4 billion in annualized ad spend. Offering an integrated platform for search, social, display, and mobile advertising, Marin helps advertisers and agencies improve financial performance, save time, and make better decisions. Headquartered in San Francisco, with offices worldwide, Marin's technology powers marketing campaigns in more than 160 countries. For more information about Marin’s products, please visit: http://www.marinsoftware.com/solutions/overview . Marin's common stock trades on the New York Stock Exchange under the symbol MRIN.
Principals only. Marin Software does not accept unsolicited resumes from recruitment agencies. We are not responsible for any fees related to unsolicited resumes sent to job postings, job alias, our employees, or any other part of our company. Recruitment agencies that nonetheless submit unsolicited resumes to Marin Software agree and acknowledge that the company is free to use them at its discretion, including without limitation directly contacting the candidate, and will not under any circumstances be responsible for any recruitment or similar fees related to such unsolicited resumes.
Marin Software - 10 months ago