Technical Advisor Level 1

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Position Overview

Our technical support team in Buenos Aires is growing and we are looking for talented people who are interested in working in an international software company that is a global leader in the content monetization industry. The Technical Advisor L1 will be primarily responsible for ensuring that clients across the globe who have signed up with Piano experience the highest and most professional level of support for their needs.

Responsibilities

1. Manage first level technical questions, requests, and other needs from clients (via email only).
2. Investigate, diagnose, and resolve tickets.
3. Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds.
4. Perform sufficient testing to ensure that the introduced solution has fixed the client’s issue.
5. Coordinate special technical requests with the development team.
6. Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions.
7. Identify, track, and document solutions for common client needs, requests, and questions.
8. Write solutions inputs to our technical documentation team.
9. Prepare playbooks for standard issues.
10. Ensure client’s questions that are not progressing are escalated to the appropriate teams.

Required Skills

1. Basic knowledge of HTML/CSS required.
2. Knowledge of Javascript is a benefit.
3. Fluent level of English – written and spoken required / another language is a big advantage (Portuguese, French).
4. Excellent writing skills.
5. General understanding and knowledge of web technologies and related problem-solving tools.
6. Incident management process knowledge is a benefit.
7. Motivation to constantly improve your technical knowledge, experiment and propose new solutions and ideas.
8. Ability to solve problems dynamically, creatively, and with patience.
9. Detail-oriented and able to manage several tasks at once.
10. Strong interpersonal and communication skills.

Perks at Piano

• Unlimited PTO
• 100% healthcare coverage
• Free lunch in the office
• Commuter benefits
• Healthy snacks, coffee, pastry, espresso, and soft drinks in the office

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