Senior Support Engineer, Publisher
Taboola
New Delhi
3d ago

Taboola is looking to hire a dedicated, service-oriented Customer Support Representative to provide top -of -the- line service to its internal and external clients.

The T1 Senior Support Engineer Publisher role is very crucial for the success of Frontline Services as they are precisely in in-charge of the Frontline Services operation during a particular shift and fully accountable for every aspect of delivery.

Some of the critical deliverables but not all are listed below :

  • Act as a board manager and take ownership of timely & correctly assignment of tickets to different team members in the shift.
  • Also, keep a close watch on ticket inflow, ticket resolution and pending tickets in different stages during the shift to ensure that the KPIs are not compromised.

  • Collaborate and coordinate like a pro with different team members, tech / team leads for knowledge and process improvements.
  • Proactively identify the gaps in ticket handling and everyone in the shift is aligned to deliver the customer experience by ensuring the quality and timeliness.
  • Act as a mentor during the shift and help team members to make progress on investigations they are struggling with and be the escalation point
  • Review and ensure right escalation is being made to L2 team and own the shift left during the shift
  • Be responsible to communicate messages from management with rationale and address the initial level of conflicts related to work assignment
  • Take end to end ownership of incident management from identifying the exact issue, related details, timely and correct communication, working with relevant stakeholder to come up with the resolution, RCA etc.
  • Be ready to pull off the sleeves and join the force in case of increased workload, unavailability of team members etc.
  • Work on feedbacks from business, management and team members to bring needed changes to effectively delivery value to our business.
  • Be the role model to the team members by demonstrating PS principles (Be an expert, Client Centric, Specialisation and Globalisation) and values in every interaction
  • Data driven and have laser focus on different aspects of the operation i.e. People, Process and Customer Centricity.
  • Requirements

  • More than 1 year of experience in Support.
  • Technical exposure : HTML, CSS, API & SQL
  • Board management and timely case assignment
  • Expert knowledge of most of the topics in your specific domain
  • Take full ownership and accountability of complex cases.
  • Comfortable to work in a 3 shifts system (attractive shift allowance).
  • Excellent communication skills in English, both verbal and written.
  • Strong multitasking, prioritisation skills, and attention to detail
  • What is Taboola?

    Taboola is the world’s leading content discovery platform, serving 360B recommendations to over 1B unique visitors each month on the web’s most innovative publisher sites, including the BBC, Axel Springer, LeFigaro, Evening Standard, NBC, USA Today and more!

    Since our inception in 2007, Taboola’s team of ninja-like engineers and digital media experts has built the world’s largest and most advanced discovery platform or search engine just the other way around that provides more than a billion users each month with personalized recommendations on many of the most innovative and most visited websites on the internet.

    Thousands of leading publishers (e.g. India today, Zee, NDTV) and media agencies use Taboola’s innovative technology to increase user engagement, monetize their traffic and distribute content to committed users on the web.

    Today there are more than 1,400 Taboolars around the world (and the number is growing) connecting users to content they might like but didn’t know existed.

    We have offices in New York, Los Angeles, London, Berlin, Paris, Tel Aviv, New Delhi, São Paulo, Shanghai, Tokyo and Bangkok

    If this sounds like an interesting opportunity, hit (easy) apply!

    All shortlisted candidates will be contacted.

    Taboola is an equal opportunity employer and we value diversity in all forms. We are committed to creating an inclusive environment for all employees and believe such an environment is critical for success.

    Employment is decided on the basis of qualifications, merit, and business need.

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