As Verizon’s media unit, our brands like Yahoo, TechCrunch and HuffPost help people stay informed and entertained, communicate and transact, while creating new ways for advertisers and partners to connect. With technologies like XR, AI, machine-learning, and 5G, we’re transforming media for tomorrow, too. We're creators and coders, dreamers and doers creating what's next in content, advertising and technology.

About the Team:

We are the SOS team (Sales & Operations Support)  to provide first line technical support for most of the Verizon Media display platforms globally. Our team handle user issues on platform side, provide first line support and escalate issues to next level support team. Coordinate with users to resolve their issues and also follow up with next level support team or product team.

About the Role:

We are looking for a quick-witted, results-oriented technical support specialist to help users to resolve technical system issues. This position includes identifying user problems and working within a structured problem management and resolution process to solve them within established SLAs. Our preferred candidates will have a proven track record of working within a team environment to successfully address technical issues as well as great analytical and problem-solving skills, and demonstrated success with respect to problem-solving and solution implementation. Attention to detail and experience in a service driven, dynamic environment is essential. 

• Work as a senior technical support specialist in Hong Kong under SOS team (Sales & Operations Support) team to support Verizon Media online advertising platforms.
• Work closely with team members in Hong Kong and India to deliver swift and quality service to internal users.
• Work closely with team members in other regions in Hong Kong, India, EMEA and US as a global team to run the follow-the-sun support model.
• Handle issues and incidents from users in different business areas including Ad Operations, Optimization, Sales and Ad Creative Technology teams. Troubleshoot issues to work out solutions to resolve issues and incidents according to service level requirements.
• Able to handle major production issues with liaison with multiple teams (Business, Engineering, Service Engineer and Product) and report to management.
• Able to participate and contribute to internal global team projects.
• Weekend on-call coverage involvement.

Required skills:

• Advanced written and verbal communication skills, including the ability to effectively communicate technical issues to both technical and non-technical customers.
• Demonstrated success in effectively communicating in a relationship-based service environment, at a variety of levels within customer organizations.
• Advanced experience summarizing and consolidating complex information provided from various sources and ability to tie it to business objectives.
• Strong knowledge of the Internet, mobile and allied technologies.
• Demonstrated ability to take initiative in problem identification, analysis and resolution, ability to work with team members effectively in a multi-faceted team with minimal supervision.
• Ability to handle multiple assignments with conflicting priorities.
• Ability to help others to navigate through priorities to achieve team objectives.
• Application technical support experience would be advantageous.
• Knowledge and work experience in Javascript, HTML.
• SQL and/or Pl/SQL database experience.
• Working knowledge of Unix/Linux operating system.
• Fluent in spoken and written English & Chinese.

Experience and Qualifications:

• Minimum of 2+ years of experience in IT related field with application support or software development.
• Applicants with higher experience will also be considered for a senior leadership role.