Technical Advisor

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.

The Client Support Coordinator/Technical Advisor will be primarly 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 day-to-day inflow of questions, requests and other needs from clients
· Check tickets on receipt to ensure correct assignment and that sufficient information has been provided to allow work to start.
· For easier questions provides resolution on first level (L1)
· For more complex issues, collecting all necessary data before assigning to L2 or L3
· Support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout the issue resolution
· Engaging necessary support staff to resolve escalations in as short a timeframe as possible
· After bug resolution, testing and ensuring the issue is resolved
· Escalation of urgent issues to responsible teams with respect to company SLAs
· Assist with import, export and migration of data
· Identify, track, and document solutions for common client needs, requests and questions
· Provide solutions inputs to our technical documentation team
· You will use email/tickets to communicate with clients, chat to communicate with colleagues all over the world and the rest of the time you will work on finding solutions
· Drive Customer Satisfaction

If you see yourself mastering this job, apply and join our team !