Acoustic

Technical Support Analyst

AcousticO firmie

Rekrutacja zdalna

Rekrutacja zdalna

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Rekrutacja zdalna
  • Gdańsk, pomorskie

  • Ważna jeszcze 17 dni
    do: 22 cze 2020
  • Pełny etat
  • Specjalista (Mid / Regular)

Special note for candidates: Due to country lockdown, we have 100% remote, safe and candidate's friendly recruitment process. 2020 was and still is for us an investment year (UI redesign, new platform deployment, new organization establishment, etc…) We have the target to build 200 people organization in Poland, to be able to support Acoustic growth and operation (development of new functions and features) to rule the Digital Marketing world in 2021 and onwards. 

 

Join a unique new company that is enterprise-grade on day one, and make your mark as we continue to grow and evolve.

 

The #1 independent marketing cloud. Acoustic is driven to unleash the brilliance in marketers. We offer the industry’s leading open marketing ecosystem comprised of intuitive, AI-powered products that are purpose-built for marketers. Acoustic serves an international client base of more than 3,500 brands including Fortune 500 companies. Our innovative product portfolio includes solutions for digital marketing, marketing analytics, content management, personalization, mobile marketing and marketing automation. We're also committed to unleashing the brilliance within our own teams. For more information please visit acoustic.co

 

Technical Support Analyst
Miejsce pracy: Gdańsk

Our Support Team includes about 100 people all over the world, including the United States, India, United Kingdom, Canada, Japan and Australia. You'll join the newest cadre in Poland. Globally the team resolves 25,000 tickets a month for clients and internal users.

 

You will provide clients with beginner to advanced “front line” telephone, web, chat and e-mail technical support. You'll use your proven technical expertise and customer service skills to analyze, troubleshoot and resolve issues.

More specifically, you will:

  • Respond to, resolve and document all incoming cases reported by customers via phone, web, chat and other support channels as required.
  • Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues, while maximizing customer satisfaction.
  • Provide assistance with the explanation of product features and, as appropriate, with the deployment of product upgrades and software patches.
  • Conduct independent research in order to find solutions to customer-reported cases. As appropriate, escalate cases to Engineering and track cases through to closure.
  • Effectively utilize customer support soft skills to maintain a positive working relationship between Acoustic and its customers and partners, validated through maintaining a high level of customer satisfaction.
  • Escalate documented cases promptly to internal teams as required, while maintaining ownership of resolution and client communications.
  • Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems.
  • Develop deep technical understanding and become certified on Acoustic software products, including Campaign, Analytics, Content, Exchange, and Personalization.
  • Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects. Requires communication skills tailored to the audience at any specific time.
  • Prepare FAQs, upgrade notes, knowledge base articles and other support documents.
  • Follow all Support guidelines and processes for case handling.
  • Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.
  • In general, you will work regular business hours, Monday through Friday. However, we provide customer support 24x7, so you will be expected, from time to time, to provide coverage for U.S. hours, such as working until 9 or 10 pm CET. You also will participate in an on-call rotation that will include holidays, after-hours and weekends.

To be a good fit for the Technical Support Analyst opportunity, you will have

  • 2+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred.
  • Formal training in web technology and academic understanding of applications and code.
  • Basic knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
  • Understanding of how web systems work (physical, logical, hardware, software).
  • Understanding of databases, preferably Oracle and/or AWS.
  • Understanding of how the different components in a web system fit together and affect each other.
  • Proven customer relationship skills.
  • Very good communication skills.
  • Self-reliance and the ability to work independently with minimal supervision.
  • A team-player approach.
  • Fluency in English.

Preferred but not required:

  • A bachelor’s degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field.
  • Coding skills in any language, ideally Java.
  • Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
  • Experience (and/or interest) in email and online marketing technologies. 
  • Second or third-line (tier 2 or 3) support experience.
  • Experience with environment configuration.
  • Infrastructure troubleshooting experience.
  • Experience in digital marketing and web analytics.
Reasons to join:

 
Officially launched in April 2019, Acoustic emerged from IBM's marketing/commerce software offerings and is backed by private equity firm Centerbridge Partners. On day one we had 1100 employees and 3500+ clients globally, and we've been ranked an industry leader by analysts more than 10 times in the past year. At the same time, we're taking a blank-page approach to the new organization. Fresh thinking is encouraged and new ideas are welcomed.
 
Commitment to the leading edge

We are investing millions of dollars over the next few months to ensure we have the most modern platform on the market. This includes revamping products to feature future-looking technologies, including built-in AI. You'll play a key role in these efforts. In addition, we're committed to staying ahead of the technology curve, in order to ensure our open technology platform maintains its competitive edge.
 
The AI advantage

Acoustic always has been a pioneer and innovator in the AI marketing space. Our products leverage Watson, IBM's AI platform -- the one that beat two Jeopardy! champions. Rather than simply layering AI on top of our products, we are integrating it seamlessly into the products.
 
Proven leaders

Acoustic is led by a team of former IBM executives with deep experience in this industry. Additionally, the development program in Poland will be headed up by Mateusz Urban, a subject matter expert. Mr Urban previously was Director, Oracle Marketing Cloud Campaign Service, EMEA Consulting; Director, Oracle Maxymiser, Online Optimization Global Campaign Services - Oracle Marketing Cloud; and spent 13 years with Procter & Gamble. He's easy to get along with and places a high value on collaboration.
 

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

 

The personal data will be processed by Acoustic Marketing Poland Sp. z o.o. with its registered seat ul. Belwederska 9A/5, 00-761 Warszawa registered in National Court Register (KRS) under no. 0000761203. The recruitment process is conducted for Acoustic, and its service will be provided by Sowelo Consulting sp. z o.o. sp.k. with its registered office in Aleja Pokoju 1, 31-548 Kraków, registered in National Court Register (KRS) under no. 0000680493. In the course of this process personal data will be entered into the electronic system managed by Engage2Excel Recruitment Solutions with its registered office in 149 Crawford Road, Statesville, NC 28625 (hereinafter referred to as E2E). The recruitment process shall consist of an assessment by Acoustic of your application for admission to work (or cooperation), conducting interviews, meetings, negotiations and ultimately leading to a decision whether or not to enter into an employment contract (or other cooperation) between you and Acoustic.

Special note for candidates: Due to country lockdown, we have 100% remote, safe and candidate's friendly recruitment process. 2020 was and still is for us an investment year (UI redesign, new platform deployment, new organization establishment, etc…) We have the target to build 200 people organization in Poland, to be able to support Acoustic growth and operation (development of new functions and features) to rule the Digital Marketing world in 2021 and onwards. 

 

Join a unique new company that is enterprise-grade on day one, and make your mark as we continue to grow and evolve.

 

The #1 independent marketing cloud. Acoustic is driven to unleash the brilliance in marketers. We offer the industry’s leading open marketing ecosystem comprised of intuitive, AI-powered products that are purpose-built for marketers. Acoustic serves an international client base of more than 3,500 brands including Fortune 500 companies. Our innovative product portfolio includes solutions for digital marketing, marketing analytics, content management, personalization, mobile marketing and marketing automation. We're also committed to unleashing the brilliance within our own teams. For more information please visit acoustic.co

 

Technical Support Analyst

Our Support Team includes about 100 people all over the world, including the United States, India, United Kingdom, Canada, Japan and Australia. You'll join the newest cadre in Poland. Globally the team resolves 25,000 tickets a month for clients and internal users.

 

You will provide clients with beginner to advanced “front line” telephone, web, chat and e-mail technical support. You'll use your proven technical expertise and customer service skills to analyze, troubleshoot and resolve issues.

More specifically, you will:

  • Respond to, resolve and document all incoming cases reported by customers via phone, web, chat and other support channels as required.
  • Provide first-line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product-related issues, while maximizing customer satisfaction.
  • Provide assistance with the explanation of product features and, as appropriate, with the deployment of product upgrades and software patches.
  • Conduct independent research in order to find solutions to customer-reported cases. As appropriate, escalate cases to Engineering and track cases through to closure.
  • Effectively utilize customer support soft skills to maintain a positive working relationship between Acoustic and its customers and partners, validated through maintaining a high level of customer satisfaction.
  • Escalate documented cases promptly to internal teams as required, while maintaining ownership of resolution and client communications.
  • Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems.
  • Develop deep technical understanding and become certified on Acoustic software products, including Campaign, Analytics, Content, Exchange, and Personalization.
  • Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects. Requires communication skills tailored to the audience at any specific time.
  • Prepare FAQs, upgrade notes, knowledge base articles and other support documents.
  • Follow all Support guidelines and processes for case handling.
  • Assist with other reasonable duties as may be required being adaptable to ever-changing business needs.
  • In general, you will work regular business hours, Monday through Friday. However, we provide customer support 24x7, so you will be expected, from time to time, to provide coverage for U.S. hours, such as working until 9 or 10 pm CET. You also will participate in an on-call rotation that will include holidays, after-hours and weekends.

To be a good fit for the Technical Support Analyst opportunity, you will have

  • 2+ years of technical support experience in an enterprise software company; supporting external customers; web applications or analytics software strongly preferred.
  • Formal training in web technology and academic understanding of applications and code.
  • Basic knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts (such as Oracle and/or AWS).
  • Understanding of how web systems work (physical, logical, hardware, software).
  • Understanding of databases, preferably Oracle and/or AWS.
  • Understanding of how the different components in a web system fit together and affect each other.
  • Proven customer relationship skills.
  • Very good communication skills.
  • Self-reliance and the ability to work independently with minimal supervision.
  • A team-player approach.
  • Fluency in English.

Preferred but not required:

  • A bachelor’s degree in Mathematics, Computer Science, Electrical Engineering or equivalent related field.
  • Coding skills in any language, ideally Java.
  • Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
  • Experience (and/or interest) in email and online marketing technologies. 
  • Second or third-line (tier 2 or 3) support experience.
  • Experience with environment configuration.
  • Infrastructure troubleshooting experience.
  • Experience in digital marketing and web analytics.
Reasons to join:

 
Officially launched in April 2019, Acoustic emerged from IBM's marketing/commerce software offerings and is backed by private equity firm Centerbridge Partners. On day one we had 1100 employees and 3500+ clients globally, and we've been ranked an industry leader by analysts more than 10 times in the past year. At the same time, we're taking a blank-page approach to the new organization. Fresh thinking is encouraged and new ideas are welcomed.
 
Commitment to the leading edge

We are investing millions of dollars over the next few months to ensure we have the most modern platform on the market. This includes revamping products to feature future-looking technologies, including built-in AI. You'll play a key role in these efforts. In addition, we're committed to staying ahead of the technology curve, in order to ensure our open technology platform maintains its competitive edge.
 
The AI advantage

Acoustic always has been a pioneer and innovator in the AI marketing space. Our products leverage Watson, IBM's AI platform -- the one that beat two Jeopardy! champions. Rather than simply layering AI on top of our products, we are integrating it seamlessly into the products.
 
Proven leaders

Acoustic is led by a team of former IBM executives with deep experience in this industry. Additionally, the development program in Poland will be headed up by Mateusz Urban, a subject matter expert. Mr Urban previously was Director, Oracle Marketing Cloud Campaign Service, EMEA Consulting; Director, Oracle Maxymiser, Online Optimization Global Campaign Services - Oracle Marketing Cloud; and spent 13 years with Procter & Gamble. He's easy to get along with and places a high value on collaboration.
 

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

 

The personal data will be processed by Acoustic Marketing Poland Sp. z o.o. with its registered seat ul. Belwederska 9A/5, 00-761 Warszawa registered in National Court Register (KRS) under no. 0000761203. The recruitment process is conducted for Acoustic, and its service will be provided by Sowelo Consulting sp. z o.o. sp.k. with its registered office in Aleja Pokoju 1, 31-548 Kraków, registered in National Court Register (KRS) under no. 0000680493. In the course of this process personal data will be entered into the electronic system managed by Engage2Excel Recruitment Solutions with its registered office in 149 Crawford Road, Statesville, NC 28625 (hereinafter referred to as E2E). The recruitment process shall consist of an assessment by Acoustic of your application for admission to work (or cooperation), conducting interviews, meetings, negotiations and ultimately leading to a decision whether or not to enter into an employment contract (or other cooperation) between you and Acoustic.

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