Technical Support Specialist

Akkodis is seeking Technical Support Specialist for a 12 Months Contract with a client located in New York City NY (Hybrid Remote). Pay Rate - $34hr. on w2ABOUT THE ROLE:The Platform Governance and Operations team is responsible for driving product adoption, governance, user satisfaction and loyalty of our internal CRM platform. The Global Platform Governance and Operations team is seeking a Specialist to join us. In this role, you will work with the product, monetization strategy, sales and other cross-functional teams to develop and activate internal tooling strategies that will foster efficiency and effectiveness. Skills:BABS degree or equivalent practical experience2+ years of Technical Support or Operations, Contact CenterService experience in Ad Tech preferredProven experience in a similar role providing on-call support for CRM, Transaction, Ad platformsExcellent problem-solving skills and the ability to troubleshoot complex technical issues under pressureMetrics driven, ability to multitask, manage day to day independently to meet required SLA'sFoundational knowledge and passion for social media, mobile apps, and digital and mobile marketingStrong communication, interpersonal, and presentation skillsWillingness to work non-standard hoursdifferent shifts (i.e. 7am-3pm; 2-10pm) depending on team needsMandarin language is a plus Preferred Qualifications:Mandarin language is a plus - NOT requiredResponsibilities:Provide on-call support for CRM and Transaction related queries from external and internal usersAbility to work on user queries via multiple channels, i.e. chat, emailOwn query resolution through collaboration with Business, Product and Engineering groupsTroubleshoot technical problems, identify root causes, and implement effective solutions to resolve common issues and bugs, manage escalation workflows with internal XFN teamsDrive overall customer satisfaction, ensuring service quality through case management journey, providing accurate and regular updatesDrive adherence to SLA's and achieve set performance metrics (resolution times)Document all support activities, including incident details, troubleshooting steps, and resolutions, in accordance with established proceduresIdentify areas of continuous improvements via improved documentation and insightsProvide technical guidance and assistance to end users, helping them maximize their productivity and efficiency with the CRM platformEngage and support new product launches, act as a voice of customers to address common issues and bugsAct as a subject matter expert for the product area assigned If you are interested in this Technical Support Specialist job in New York City NY, then please click APPLY NOW. For other opportunities available at Akkodis go to you have questions about the position, please contact Sudhir Awasthi at 610-735-8014 or . Equal Opportunity EmployerVeteransDisabled Benefits Offering Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client.To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit The Company will consider qualified applicants with arrest and conviction records.

Created: 2024-11-09