With over 100 million unique visitors and billions of video views worldwide per month, Dailymotion is one of the leading sites for sharing videos. We are seeking a skilled and motivated Technical Support Engineer to join our community support team in Paris, New York and Singapore. Within the global community support and policy team – based in Singapore - your goal will be to provide 360° support to our thousands of content partners across the globe and to communicate efficiently with our engineering teams regarding service improvements and technical issues.
- Interact with customers to provide and process information in response to inquiries concerns, and requests about products and services - Research, diagnose, troubleshoot and identify solutions to resolve customer issues - Provide prompt and accurate responses to partners - Follow up and make scheduled responses to customers where necessary - Identify and escalate priority issues per Client specifications - Ensure proper recording and closure of all issues - Stay current with products changes and updates - Document knowledge in the form of knowledge base tech notes and articles
- BS/MS Engineering degree in relevant field or equivalent qualifications by experience - At least two years of technical support experience and customer service role - Proven track record in hands-on problem solving - Experience with Zendesk mandatory, and tableau a plus - Experience troubleshooting in a SaaS environment with an assertive deploy schedule - Excellent organizational, written and oral communication skills - A strong sense of urgency Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation - Excellent communication and interpersonal skill - Fluent in English (spoken and written), French is a plus
Information about the job
Location: Singapore Start Date: As soon as possible Contract Type: Full-time and Permanent Contract