Tech Support Specialist

Localytics offers the most powerful app analytics platform, giving app publishers for iPhone, iPad, Android, HTML5, BlackBerry and Windows devices the tools they need to build more successful and profitable applications. We’re proud to have many of the largest and most respected publishers as customers, including AT&T, Dow Jones, eBay, Fox Networks, Qualcomm, Rue La La, The New York Times and thousands more. We’re growing rapidly and adding positions in multiple functional areas. Our culture and size give everyone the opportunity to make a substantial impact and grow and succeed with the company. If you’re interested in joining us, please send an email explaining why you are a perfect fit for our team, your desired position, and your résumé to jobs@localytics.com . About This Position We are looking for experienced Technical Support Specialists who are commitment to excellence and impeccable customer success by working directly with clients to address questions, concerns, or recommendations. The Technical Support team works with customers through email, phone, web meetings, and other applicable communication channels to qualify questions and work with customers to address concerns via diligent research, reproduction and troubleshooting of a support ticket.

A Technical Support Specialist should have at least 2 years of experience in a technical support or account management role with a strong understanding of digital marketing and the technical aspects of analytics.

Responsibilities

• Respond to customer inquiries, primarily by e-mail and telephone
• Work flexible schedules, which may include evenings, weekends or holidays
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting
• Work directly with operations and engineering staff, sales, and marketing to resolve problems
• Document all technical inquiries, develop and review content for knowledgebase
• Help test new products and solutions

Requirements

• Excellent interpersonal skills
• Strong in spoken and written English
• Minimum of 2 years experience in technical support
• Working knowledge of mobile technologies (iOS, Android, Blackberry, etc), plus analytic solutions

Bonus Skills

• Experience with support ticket systems (Zendesk, HelpScout, etc)
• Experience with scripting and programming

Compensation

• Competitive salary
• Benefits package
• Opportunity to earn company equity

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