Tech support Customer Support Engineer (Mumbai, India)

OneDash.ai is an outsourced ad operations service backed with a smart data platform for digital content publishers to consolidate, optimize and increase advertising revenue across formats, platforms and devices. We are changing the way digital content publishers look at their ad revenue data and take business decisions. We are a bunch of technology-driven mavens that are on a mission to make the life of a digital content publisher easy by providing a one stop solution to all ad operations needs.

OneDash.ai is looking for a bright Technical Support Engineer to provide enterprise level assistance to our customers. This technician will provide support via phone, web, email, chat and other channels as required. We're looking for a candidate who is capable of learning and can figure things out for himself/herself. Mentorship is available, but you will often be on your own. Self-motivated, organized, independent - these are key descriptors that you should ascribe to yourself.

Responsibilities

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Conducting product walk through and providing resolutions to customers queries on the Onedash.ai unified platform
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles

Required Skills

  • Knowledge with web development technologies (JavaScript, HTML, CSS)
  • Solid verbal, written, presentation and interpersonal communication skills
  • Fast learner and can pick up new technologies
  • Good in problem analysis, troubleshooting, requirement analysis
  • Capable of working on a cross-functional team to solve business & tech problems
  • Willing to work in US shift.
  • Ability to make complex technical matters easy-to understand even for non-technical people
  • Highly driven individual with an execution focus and a strong sense of urgency
  • Self-directed and resourceful / entrepreneurial experience and attitude
  • High level of enthusiasm about helping and serving clients, strongly customer and solution oriented personality
  • Handle details accurately and in a timely manner

Additional Skills

  • 0 to 1 year experience in customer support within the digital industry
  • Basic knowledge of digital ad operations/advertising
  • Proven time management skills in a dynamic support environment
  • A background in engineering or support

Benefits

  • Young, Dynamic, Competitive work environment
  • 5-day work week
  • Casual dress code
  • Allowances (medical, maternity, etc.)
  • Bonus- Performance, Referral, Marriage & Child
  • Big Results = Big Rewards
  • Daily Recreational Activities organized by WeWork Community (Stand Up shows, Yoga Classes, Dance Classes, Training Programmes, etc.)

About Us

About Affinity
Affinity is an ad tech company which creates user engagement products (branding and performance) for digital media. It is in the business of creating sustainable and scalable advertising/media products with special attention to user experience. Established in 2014, Affinity is now a 140+ employee company that operates 5 business units, namely - mCanvas, VEVE, Siteplug, OneDash.ai & Yield Solutions. For more information, visit www.affinity.com.

To apply, please send your resume to careers@affinity.com