Skills

Communication Problem-solving Sales Training Analytical Skills Software Development

Job Specifications

Job Title: Triage Specialist (Technical product specialist)

Location: UK Remote

Duration: 12-month contract

The main function of a Triage Specialist is to investigate the product quality of the Client's Ads/Commerce products and provide technical resolution to Customer/Sales.

Investigation and Troubleshooting:

Investigate and troubleshoot complex customer issues related to Ads, Commerce, and Creator products

Analyze data and logs to identify root causes of issues

Collaborate with internal stakeholders to gather information and insights

Develop and maintain a deep understanding of Client products and services

Triage and Escalation Management:

Triage and prioritize customer escalations based on severity and impact

Manage and coordinate the escalation process with internal stakeholders

Ensure timely resolution of customer issues and provide regular updates

Identify and escalate trends and recurring issues to improve product quality

Product Feedback and Improvement :

Provide product feedback and insights to internal stakeholders

Collaborate with product teams to improve product quality and customer experience

Identify opportunities for process improvements and implement changes

Develop and maintain a deep understanding of customer needs and expectations

Communication and Collaboration :

Communicate effectively with customers, internal stakeholders, and cross-functional teams

Collaborate with team members to share knowledge, best practices, and expertise

Provide regular updates and reports to management and stakeholders

Participate in training and development programs to enhance skills and knowledge

Requirements:

Bachelor's degree in Computer Science, Engineering, or related field

2+ years of experience in technical support, software engineering, or related field

Strong problem-solving and analytical skills

Excellent communication and collaboration skills

Ability to work in a fast-paced environment and prioritize multiple tasks

Knowledge of Client products and services is a plus

Nice to Have:

Experience with Ads, Commerce, or Creator products

Familiarity with software development methodologies and tools

Certification in technical support or related field

Experience working in a remote or distributed team environment

About the Company

Bring Top Talent With Your Company With Russell Tobin Headquartered in New York City with offices throughout the United States, United Kingdom, Ireland, The Netherlands, Brazil, Canada, India, and Singapore, Russell Tobin--a division of Pride Global--offers total staffing and recruitment solutions across a wide range of industries. Our team of highly skilled recruiters, sourcers, and subject-matter experts understand exactly how to find world-class candidates that will fit your company's precise needs. Whether you need skill... Know more