Internet/Online Marketing
Berlin

Global Technical Consultant (f/m)

Purpose of position

The Global Technical Consultant acts as support agent and a primary internal contact and reference and escalation for the local Technical Service and Sales teams regarding all kind of platform related issues and questions as well as 3rd party integrations, support on internal tools and tailored solutions.  
You analyse different technical problems, recommend troubleshooting techniques, resolve the issues yourself or escalate it to the responsible department for final resolution.

 

Key Tasks

  • Being first internal point of contact and support for any type of technical request
  • Processing technical escalations related to our product
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues in close cooperation with our engineering department
  • Implementing fixes and solutions where appropriate, either via discussing directly with requester, via email, via remote control or onsite
  • Integration of 3rd party technologies (e.g. mobile SDKs, publisher plugins, tracking switches, new publisher models)
  • Ensure proper recording and closure of all issues
  • Documentation of the recurring support requests, problem resolution and custom integrations
  • Testing of new technical development and features; providing feedback to e.g. product team during development and implementation phases

 

Skills & Expertise

  • BS degree in Information Technology, Computer Science or equivalent experience, ideally within performance marketing or an internal-related business, such as web hosting, eCommerce, solution provider or digital agency
  • 1 -3 years of experience providing customer service in a sales or technical support position and working with ticketing system and support processes in an international environment
  • Basic experience with HTML, Java Script or PHP
  • Excellent root cause analysis skills with a solution-oriented mind-set
  • Ability to understand complex technical issues
  • Enthusiastic and practiced in web and related technologies
  • Strong customer focus and service attitude, ability to adapt language to the target audience (e.g. translating technical issues for a non-technical audience)
  • Professional communication (both written and verbal)
  • Ability to de-escalate in conflict situations
  • Strong sense of ownership and accountability for results and own development
  • Effective team player
  • Flexible mind-set and ability to change when it comes to new situations and demands
  • Excellent time and priority management skills and a strong commitment to agreed timelines
  • Quality awareness and accuracy in every aspect of the work
  • Working knowledge of MS Office including Excel
  • Very good knowledge of English (another language is a plus)

 

Part of the Axel Springer family, Awin is a global affiliate network. With ShareASale and affilinet, the Awin group is comprised of 15 offices worldwide, 1,000 employees, 100,000 contributing publishers and 13,000 advertisers, connecting customers with brands in over 180 countries around the globe. Operating across the retail, telecommunications, travel and finance verticals, Awin generated €13.6 billion in revenue for its advertisers and €607 million for its publishers in the last financial year.

 

If you are interested in joining Awin please apply (and don’t forget to state your salary expectations and your earliest start date) through our website at: https://www.awin.com/gb/careers

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