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Customer Technical Support
hace 3 meses
- Digital Advertising Project Management to lead our talented team
- Startup tech company (Europe based
- Spain)
Who are Hoppr?
Hoppr is a global advertising innovator that has created a low touch platform to bridge the divide between brands and consumers on digital devices.
The company's flagship product is HopprTV, an addressable TV advertising solution which uses patented overlay technology to deliver targeted Connected TV (CTV) ads.
About the role
Due to our growing international business, we are looking to hire a talented Customer Technical Support Technician (CTS) with a proven track record and strong skills in Software Technical Support in OTT Set Top Box and particularly Android TV eco-systems.
- Key responsibilities include:_
Sales Support
- Support sales with technical responses, demonstration preparation and in assessing User Interfaces (UI) and subsequent recommendations to publishers
- Where necessary, accompany sales to present roadmaps and features of products to the customer, serving as additional presales support
Product Technical Support
- Responsibility for analysis, diagnosis and problem solving, qualifying the product fit and defining support needs for the customer
- Provide technical support to customers (trouble shooting, resolution of technical problems, and analysis of customer requirements eg. system upgrade)
- May perform service activities for less complex customers in order to develop appropriate diagnostic and technical skills.
Ad Configuration support and certification
- Once R&D has completed product development, CTS performs customer product certification and ensures integration and interoperability with the manufacturer's firmware (i.e. customer product technical acceptance) by interfacing with Project Management and R&D
- Assist with customer Ad unit configuration and customization
- Assist with regulatory certifications (mainly Google) by interfacing with Project Management and R&D
Customer training / Documentation
- Perform training to internal / external customers
- Assist with the preparation of customer system integration technical documents, operating manuals, references or training materials for customers and sales force
- Develop and document customer assistance tools
Maintenance
- Work with Product, R&D and customer to improve the product suite, usability, functionality and adapt configuration tools
- Primary interface for customer lab trials, field trials, deployments and maintenance technical concerns
New Product Introduction
- Customer product introduction lead for assigned new products (varies with customer / product), learning from R&D everything required to provide customer technical support for a particular customer / product combination
- Shielding of R&D resources postdevelopment, to enable their focus on NPI
Customization
- Non-R&D customization of generic platforms using tools provided by R&D and ensuring network interoperability
- Management of the introduction of customized generic platforms
Lab support
- Responsible for equipping and maintaining the local R&D lab environment to facilitate product debug and demonstration efforts
- Using the laboratory to replicate customer issues to assist with bug fixes and test new software versions prior to delivery to customer
Trade Shows
- Support to set up trade shows, customer events and road shows
Additional
- Proactively manage and resolve customer queries in a timely and efficient manner
- Actively monitor and maintain customer connectivity for critical systems
- Take an active role in customer readiness for current and future product releases and updates and provide regular and adhoc reporting for internal stakeholders
- Build and share knowledge with customers through active engagement and support
- Deliver exceptional service to customers; maintain a high standard of support and responsiveness on all technical related matters including production and development support
- Support the operation of external test and production environments
- Assist in the development and refinement of workflows between departments to ensure a streamlined and efficient customer experience
- Provide assistance to customers during various development and testing phases such as API Development, Qualification Testing, Customer End to End Testing, Implementation Rehearsals and Production Go-Live
- Assist internal customer support and business teams by monitoring customer helpdesk environments to ensure availability and servicing within support hours and agreed SLAs
- Collaborate internally working closely with Operational, Business Development, Project and IT teams, to enhance the customer experience
- Participate as a
