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Technical Support Associate - technical support - job employment

JobPosting
City: Seattle-tacoma
Date: 03 Nov 2019
Category: Technical Support

Maven, a publicly traded (MVEN) global online publishing and technology company reaching over 100M consumers monthly, is seeking a Technical Support Associate to join our Seattle office or work remotely.

Maven is a coalition of publishers operating on a shared digital publishing, advertising, and distribution platform, unified under a single media brand. Dozens of award-winning journalists, best-selling authors, sportswriters, top analysts, important causes & foundations are bringing their organizations to Maven’s coalition of elite content channels.

About the Role

This person will be responsible for ensuring customer success through triaging, managing, and resolving all incoming questions and requests from the Maven publisher community. The role is also responsible for communicating platform-wide changes, outages, and upgrades. You’ll train new publishers on using the platform and help them to leverage a complex set of tools to meet their unique goals.

The ideal candidate is both highly technical and an effective communicator who can deeply understand a complex product stack to help drive customer adoption with instruction and clarity. You are a good listener, can advocate for publishers, and excellent at prioritizing internally and externally. You are comfortable working in an environment that advances quickly, is highly adaptable, and learn quickly.

Responsibilities

Work 25-30 hours per week remote or in office. Weekend and evening shifts are mandatory.
Oversee handling of support tickets as platform expert, recommending thoughtful solutions/workarounds and empowering publishers with instructions and best practices.
Perform issue diagnosis by executing commands, reviewing logs, utilizing analytical and debugger tools to validate customer requests and detect errors.
Prioritize competing tasks and requests, working closely with engineering and product teams to represent customer needs and oversee tickets to resolution.
Act as product expert, strategically communicate the platform offering, and train new customers on the Maven toolset.
Prioritize many competing tasks and requests, balance publisher needs with business priorities, and articulate those decisions to internal and external stakeholders.

Requirements

2+ years of experience in Customer Service/Support, Site Operations, Digital Product Management, or Production Management role for an online technology company.
Experience with consumer-facing technical troubleshooting (e.g., browser compatibility, site bugs, user bugs, issue reports), especially for users who are not particularly tech-savvy.
Experience debugging common issues related to website performance and stability.
Excellent written communication skills.
Attention to detail and follow through in a fast-paced environment.
Strong independent leader, strategic thinker, and fast learner.
Superior organization and time management skills.

Not Required, but a plus

Knowledge of web technologies (including content management systems, HTML, CSS, javascript), experienced in agile methodology, and works with analytics tools (including Google Analytics and Google Webmaster tools).
Comfortable discussing user experience best practices, authoring tools, and competitive pressures and has an ability to evangelize a platform approach.

Compensation

$23.00 per hour
Paid time off
401k with 4% match

For immediate consideration, please submit a resume and cover letter via email. Please put "Maven Technical Support Associate" in the subject line.
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