SEMpdx Search Marketing Forum

Please submit your resume to Dan Harris at harrisd@yahoo-inc.com for review and consideration.

About Yahoo!

Yahoo! is the premier digital media company. We deliver your world, your way by creating deeply personal digital experiences that keep more than half a billion people connected to what matters most – across devices and around the globe. And it's the Yahoos behind the scenes who make this all possible. We are energetic, idea-driven people who are passionate about shaping the future of the digital world. So if this sounds like you, come show us what you've got.

Job Description:

As part of the North America Search Account Management Team, the Technical Support Engineer is responsible for taking escalated technical calls/emails from advertiser-facing individuals, which includes the frontline Account Management teams, as well as other sales support functions, including engineering. The primary focus of the Technical AM is researching and resolving these advertiser inquiries, and responding, via phone, email, or other media, directly to the Account Managers and advertisers, affiliates, or business partners as needed. The Technical AM is the primary liaison between Y! and Microsoft Ad Support, to ensure resolution to advertiser issues on Microsoft owned tools. Successful candidate should be a self-starter, possess strong communication skills, require minimal support for day-to-day activities and be able to handle a large volume of requests and ensure appropriate prioritization.

Primary Responsibilities:

Researching and resolving technical issues directly or escalating the issue to the appropriate teams at Y! or MSFT.
Adhering to escalation processes, required documentation, and ensuring timely updates for our Account Managers and clients.
Managed day to day workload, ensuring appropriate priority level is assigned to work and that SLAs are being met by both Y! and MSFT.
Communicating out key updates to Account Management org, including frontline team and leadership.
Responding to escalated Sales issues across all Search products, communicating via phone, email, IM and/or CRM system.
Working closely with Application Support, Product/Project Managers, and Development resources to resolve complex issues, determine technical fixes and assist with new product introductions as appropriate

Basic Qualifications:

2+ years experience in a customer facing technical help desk/product support environment, preferably in a telephone sales or service center.
1-2 years of DHTML, Javascript, SOAP, XML, SQL/PL SQL experience in a support role required.
Candidate must be available to work flexible hours, and be available during key weekend and holiday for both normal coverage and escalations.
Strong computer skills, including knowledge of Unix/Windows, the Internet, search engines and browsers.
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.
Excellent interpersonal skills, initiative and problem-resolution skills.
Advanced experience working effectively with minimal supervision and demonstrating initiative in problem identification, analysis and resolution.
Must be able to effectively influence and motivate others.
Ability to handle multiple assignments with effective resolution of conflicting priorities.

Preferred Qualifications:

Bachelors Degree in Computer Science
Prior experience with supporting search engine technologies a plus.
Knowledge of Y! Search Marketing AdCenter products, service, and/or systems.
Working knowledge of databases a plus. Oracle or MySQL preferred.
Experience or knowledge of JSP, ASP, or PHP preferred.
Knowledge and work experience in Java or scripting languages such as Perl a strong plus.
Prior experience with supporting search engine technologies a plus.

Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings please visit http://careers.yahoo.com.