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Technical Sales Ops Associate II
Yahoo!
Los Angeles, CA, United States
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Description
A Little About Us
The AM Technical Escalations Team is a small but mighty group of technically minded Support Engineers who are focused on providing the fastest, highest quality solutions to the toughest technical issues on the Yahoo/Bing and Yahoo! Gemini ad networks. Our mission is to identify, triage, troubleshoot, and resolve a majority of the issues we encounter, and to work with our escalation partners to push the remainder through to resolution with the same level of speed and quality. We are much more than a classic troubleshooting outfit – we are technical specialists on all the products we support, as well as the key liaisons between the Yahoo Global Sales Team and the Engineering groups both here at Yahoo and at our external ad partners.
A Lot About You
As part of the North America Search Account Management Team, you’re responsible for taking escalated technical calls/emails from advertiser-facing individuals, which includes the frontline Account Management teams, as well as other sales support functions, including engineering. Your primary focus is researching and resolving these advertiser inquiries, and responding, via phone, email, or other media, directly to the Account Team and advertisers, affiliates, or business partners as needed. You are the primary liaison between AMs/Sales teams and Yahoo Engineering or Microsoft Ad Support, to ensure high-quality and timely resolution to advertiser issues on Yahoo or Microsoft owned tools respectively. You should be a self-starter, possess strong communication skills, require minimal support for day-to-day activities and be able to handle a large volume of requests and ensure appropriate prioritization.
Your Day
• Researching and resolving technical issues directly or escalating the issue to the appropriate teams at Yahoo.
• Adhering to escalation processes, required documentation, and ensuring timely updates for our Account Managers and clients.
• Managed day to day workload, ensuring appropriate priority level is assigned to work and that SLAs are being met by both Yahoo.
• Communicating out key updates to Account Management org, including frontline team and leadership.
• Responding to escalated Sales issues across all Search products, communicating via phone, email, IM and/or CRM system. Working closely with Application Support, Product/Project Managers
You Must Have
• Development resources to resolve complex issues, determine technical fixes and assist with new product introductions as appropriate.
• 2+ years experience in a customer facing technical help desk/product support environment, preferably in a telephone sales or service center.
• Bachelor’s Degree, preferably in a technical field (i.e. Computer Science/Information Systems)
• Ability to effectively communicate technical issues to both technical and non-technical customers.
• Ability to handle multiple assignments with effective resolution of conflicting priorities.
• Familiarity with Yahoo Search, and Gemini products, services, and systems is a plus.
• Technical Skills Required: knowledge of Unix/Windows/Mac, Internet- based applications, how to configure industry leading browsers (i.e. Chrome, Safari, Firefox, IE, etc), knowledge of DHTML, Javascript, JSP, SOAP, XML, SQL/PL SQL experience in a support role.