Technical Support Representative (Level 1- Evening shift)
This position is needed to cover a North American time zone. The required work schedule for this position is Monday to Friday 3pm-11pm SAST (9:00 to 5:00 pm ET).
Triton Digital is looking for a Technical Support Representative (level 1) to fill a position within their Customer Support team. You will have the opportunity to implement and support a wide range of Triton Digital business applications and services provided to our clients worldwide. You will be mainly responsible for technical communication with our clients and partners, as well as technical problem solving. You will also work closely with development and implementation teams to learn the complexity of our systems and to ensure optimal performance.
Responsibilities:
- Ensure front-line customer relationships via email in a highly professional manner.
- Respond to emergency requests via phone in a highly professional manner.
- Identify, categorize and document technical issues within the servicing platform.
- Troubleshoot level issues within pre-determined SLA deadlines.
- Apply or improve troubleshooting, escalation, and documentation processes.
- Monitor platforms and analyze daily reports in order to identify and resolve issues.
- Keep up to date with the complete range of Triton products and their associated operational tools and how to use them (ex: user guides, knowledge base).
- Understand and identify our client base and stay current on what and how they use our products. Good knowledge of our client base, the products and solutions they use.
- Escalate documented issues when required.
- Knowledge of digital advertising trafficking platforms like Google Ad Manager required
- Experience with audio trafficking platforms like Adswizz or DV360 is a plus
- Experience with web audio or video streaming technologies is a plus
- Understanding of broadcast radio, sales a plus
- Experience software or web Quality Assurance is a plus
- Good knowledge of audio or internet campaign management/advertising
- Excellent written and verbal communication skills in English (required)
- Good written and verbal communication skills in a second language (an asset)
- Excellent problem-solving skills
- Excellent ability to think outside the box to improve efficiency and effectiveness in processes
- Good organization and collaboration skills.