Level 2 Client Support Coordinator evening shift

Our technical support team in Bratislava is growing and we are looking for talented people who are interested in working in an international software company that is global leader in the content monetization industry.

Level 2 Client Support Coordinator/Technical Advisor will be primarily responsible for ensuring that clients across the globe who have signed up with Piano, experience the highest and most professional level of support for their needs.

Responsibilities:
· Manage second level technical questions, requests and other needs from clients, Investigate, diagnose and resolve tickets that cannot be fixed at the previous level
· Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds
· Performs sufficient testing to ensure that the introduced solution have fixed the client’s issue
· Coordinate special technical requests with the development team
· Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions
· Identify, track, and document solutions for common client needs, requests and questions
· Write solutions inputs to our technical documentation team
· Prepare playbooks for standard issues
· Ensuring technical queries not progressing are escalated

If you see yourself mastering this job and you don´t like to wake up early in the morning, apply and join our US hours team!

The person will gain a lot of experience in the media industry and in particular the domain of content monetization by dealing with and solving issues by working directly with large publishing houses. Piano also has a lot of opportunity for growth within the organisation.