Job Description
The Technical Support Representative II is responsible for providing clients with level II support for all Triton Digital applications and services.
Responsibilities:
Expert troubleshooters and product specialists who are able to identify the root cause of most production problems.
Work on with the tickets from clients from around the world but this person will focus on APAC clients of Triton
Assess and communicate the impacts of reported issues to clients in clear and easy-to-understand language.
Propose solutions, work arounds or mitigation measures that take into account the client’s priorities and capabilities.
Quality assurance on figuring out of actual issues like why campaign is not delivering, or what is wrong with campaigns
Take initiatives towards developing and maintaining in-depth knowledge of products (ex: versioning, features, deployments, incidents, etc.) and keep other team members up to date
Provide support on complex issues and communicate with customers using a language that they can understand to implement a solution.
Provide training and act as Mentor to Technical Support Level I
Actively participate in the support community: generate and update articles, review and improve training material, take part in team and company support discussions
Ensure timely internal communication of support issues so that the support perspective gets exposure throughout the company's concerned stakeholders (including product, sales, account management, implementation teams).
Identify incidents that need to be communicated via incident reporting platform (currently SPIO)
Escalate issues of a more technical and challenging nature to Platform Specialists
This role also includes all Technical Support Representative I responsibilities
Experience:
online advertisement: video or audio experiences like a banner or video ads (Preferred but not a must)
Digital Marketing experience (Required)
3-5 years of experience
critical thinking and good in writing experience
campaigns - audio advertising from radio stations
Google Ads experience
Required skills:
Collaboration
Accountability
Improvement
Business impact
Mastery:
Schedule: Rotation every 6 months.
• AU and PH holidays to follow
• Working in Melbourne time zone - 6am-3pm M-F with possible on call on weekends
GET A GENUINE CAREER OPPORTUNITY WITH COMPETETIVE BENEFITS!
We offer:
An experienced and enthusiastic team in an established and stable company with a huge growing potential
Above-average industry-standard compensation package
Day shift Schedule
Access to top-of-the-line facilities and technologies; work from home temporarily
HMO coverage including 1 dependent on Day 1
20 leave credits consumed at your discretion
Exposure to world-class and high-level foreign clients and partners
Employee engagement activities