Focus:  Customer Experience

MAIN JOB DUTIES/RESPONSIBILITIES:

General Description

Do you want to be a part of a start-up wanting to revolutionize online advertising?  Are you passionate about being a part of the next revolution in online advertising and working with other smart people to solve challenging problems and create new value in the SEM industry?

Clickable, Inc. is looking for a highly motivated Technical Support Engineer who understands the meaning of world-class service. As a TSE representing our Customer Experience services, you will be part of a team of resources dedicated to helping our customer issues in using Clickable’s suite of tools, and ensure they receive the ongoing technical support they need to be successful.

More specifically, this person will:

Serve as a customer liaison, troubleshooter and escalation point for Customer Experience technical issues, including:

• Work with customers and internal partners to gather issue information and business impact and resolve issues, engaging additional teams and resources as needed
• Create post-mortem and resolution documentation for issues
• Compose timely world-wide correspondence, presentations or other materials to partners or customers as appropriate
• Create process or troubleshooting documentation in the support knowledge base
• Manage the implementation of conversion tracking scripts for customer landing pages, including troubleshooting and issue resolution
• Participate in conference calls with partners and customers and conduct system reviews with key customers Become expert on the Clickable platform and roadmap and provide expertise and guidance to our customers in advance of changes
• Create and run SQL queries
• Coordinate the creation of support policies, processes and documentation
• Work with customers to integrate their advertising tools with Clickable’s APIs

Help foster innovation in tool and process development by:

Additionally, the TSE:

• Loves working with customers
• Has maturity to understand business perspective
• Has great presentation skills to be able to bring forth salient points; highlight key achievements and identify areas of concerns
• Has ability to identify trends and takes action to help broader team
• Works independently
• Has ability to present a different perspective, and to respectfully disagree
• Has great time management skills, and the ability to prioritize tasks and to communicate task status at various stages appropriately
• Gets great feedback from partners and stakeholders
• Receives no escalation based on lack of response or the quality of response
• Takes ownership of complex escalations, working to resolution
• Has a helpful attitude and treats everyone with professionalism
• Can act as a go-to person in multiple areas and steps in at a very short notice to manage a rapidly deteriorating situation
• Considers every problem as an opportunity to be creative

EDUCATION & JOB EXPERIENCE REQUIREMENTS

KNOWLEDGE/EDUCATION:

• BS in Computer Science, Engineering or related technical discipline preferred.
• BS in Computer Science, Engineering or related technical discipline preferred.

REQUIRED EXPERIENCE & QUALIFICATIONS:

• 3-5 years experience in a support or development organization, preferably in the online industry for a high volume commercial website or service.
• Technical consulting experience working directly with high profile customers.
• 1+ years using at least two of the following: .NET (C#), Java, JavaScript, Perl, PHP, XML.
• 2+ years experience working with Web Services (client/server platforms)
• Strong understanding of internet trends and industry players.
• Self starter approach to work, with an eagerness to consistently meet and exceed
• Commitments/objectives and take on more responsibility.
• Exceptional research, analytic, presentation and communication (written and verbal) skills.
  Strategic thinker with proven problem solving skills, with the ability to work within a team to meet support goals and objectives.
• Demonstrated ability to research and analyze problems and develop solutions.
• Demonstrated ability to manage multiple priorities and projects simultaneously, work in a fast-paced environment and accomplish results through influence while meeting deadlines.
• Proven quantitative skills and Excel skills.
• Highly organized, analytical, and detail-oriented
• Flexible and able to adjust priorities as situation demands.
• Strong written and verbal communication skills.
• Highly energetic personality; great team player.
• Extremely detail-oriented.
• Ability to understand and implement specific directions.
• Ability to acknowledge potential issues and escalate to appropriate personnel. Ability to exercise independent judgment.
• Ability to be a team player and have a can-do attitude.

PREFERRED WORK EXPERIENCE:

• Paid search experience strongly preferred.
• 5+ years experience working in a high demand customer service/solution architect role.
• 1 + years SQL experience preferred
• Demonstrated success in an entrepreneurial environment is preferred.
• Experience working with customer developers (API, SDK, program support etc) preferred.

 
COMPETENCY REQUIREMENTS

CORE COMPETENCIES:

• Functional Knowledge
• Cross-Group Collaboration
• Communication Skills
• Customer Focus
• Drive for Results
• Problem Solving
• Self Development
• Dealing with Ambiguity
• Intellectual Horsepower
• Strategic Thinking

TRAVEL & SCHEDULE
Minimal travel required
 

Atmosphere:  Clickable is a frenetic high paced Internet start-up that requires a secure foundation in Customer Service.  This position will be a key driver for success within Clickable, Inc.  It will allow the company to grow successfully.  If you are a person that loves to drive for success and push the needs of the business then this position will challenge and push your skill sets to the limit.  Please send resume to Preston Green, jobs@clickable.com if interested.