Technical Consultant in Stockholm - W/M

Purpose of position

The Technical Consultant is responsible for providing technical support and consultation for clients and internal customers via phone and email.
She/he is the interface between Awin and our clients; an advocate for our clients and an ambassador for our business. She/he ensures that tracking of the highest possible quality is provided. She/he monitors and tests the quality and ensures that the technical parameters within each program are up-to-date. She/he is also responsible for providing technical advice to the local Sales Team.

With joining our team, you will:
- Be taking on an exciting and independent role in our dynamic and centrally located office in Stockholm
- Be part of a unique professional experience within an international company structure
- Have the possibility to apply for an exchange programme within one of our offices located in Sao Paulo, Berlin, London, Paris, Stockholm, Madrid, Amsterdam, Zurich or Warsaw.

The position is a part-time role (20 hours per week).

Key Tasks

- Point of contact (external and internal) via email and phone for all client facing technical issues regarding all Awin technology
- Trouble-shooting of reported issues (including debugging, quality monitoring, error analysis, configuration)
- understanding how Technical Services tasks support the overall Awin strategy
- Escalating issues that require additional support (e.g. from Engineering); ensuring issues are clearly described and clients remain updated on progress
- The technical implementation of new clients' programmes or campaigns
- Providing support on IT-related questions and issues to support the smooth-running of the business
 

Skills & Expertise

- Excellent root cause analysis skills
- Ability to understand web languages such as basic HTML & JavaScript
- Ability to quickly understand complex technical issues
- Solution-oriented mind-set
- Strong customer focus and service attitude; ability to adapt language to the target audience (e.g. translating technical issues for a non-technical audience)
- Professional communication skills in Swedish and English (both written and verbal): ability to de-escalate in conflict situations
- Ability to engage with different stakeholders with potentially conflicting priorities
- Effective team player
- Strong sense of responsibility, ownership and reliability
- Willingness to do what it takes to get the job done (avoid "US vs THEM" thinking)
- Excellent time management and organizational skills
- Working knowledge of MS Office
- Willing to take ownership of personal development and learning
- Develops expertise in all areas of client-facing Awin technology
- Is recognised as a technical expert within the Technical Services team and beyond
- Proactively shares knowledge to ensure all Technical Consultants (local and global) have the most up-to-date information
- Provides consultation to the Sales team to maximise the business success of individual clients

Optional
- Experience with relational databases (MySQL or MSSQL) and basic knowledge of one programming language (Java, PHP, Ruby, etc) is welcome

Education & Experience

- BS degree in information Technology, Computer Science or equivalent experience, ideally within performance marketing or an internet-related business, such as web hosting, ISP, eCommerce, solution provider or digital agency
- Previous experience providing customer service in a sales or technical support position
- Good understanding of e-commerce and firm grasp of current market developments, frequently used solutions and tech providers

Key Results Areas

Technical Support
- Ensure technical issues are resolved as quickly as possible to minimise the impact to the client's and the company's business
- Prioritisation of personal tasks to ensure team goals are met (clear understanding of the difference between "important vs urgent"
- Ensure issues that cannot be resolved by Technical Services are escalated appropriately and all stakeholders are kept updated on progress
- Ensures that the effort and energy required for a solution do not outweigh the potential benefits
- Client-centric communication is provided at all times (external and internal)

Troubleshooting and De-escalation
- Can accurately identify the need of the internal and external clients and proactively provides high quality troubleshooting solutions to the clients
- Manages expectations and anticipates potential needs and conflicts to find a corresponding high quality solution as quickly as possible
- Can emphasise with the client while understanding how individual needs can or cannot be reflected in Awin's technical priorities

Communication
- Actively manages expectations of the internal and external clients and discusses technical issues in a constructive and professional way to find the optimal solution
- Communicates transparently to the Head of Operations around priorities, challenges and escalation needs
- Is motivated by the challenges of solving complex technical issues within the constraints of what is technically possible
- Demonstrates flexible thinking; does not focus on problems but proactively seeks solutions and suggests potential improvements
- Collaborates with the Global Technical Services Team and other departments from HQ in order to facilitate information transfer from and to the client

 

Part of the Axel Springer group, Awin is a global affiliate network. With 15 offices worldwide, 900 employees, 100,000 contributing publishers and 6,000 advertisers, Awin connects customers with brands in over 180 countries around the globe. Operating across the retail, telecommunications, travel and finance verticals, Awin generated €6.2 billion in revenue for its advertisers and €377 million for its publishers in the last financial year
If you are interested in joining Awin please apply online.
apply now
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