My client is looking for an innovative, hands-on, customer-focused Technical Services Representative to work directly with high value customers that are licensing our industry-leading internet testing technology (Mobile and Broadband). As a Technical Services Representative, you will need to be exceptionally flexible and have a demonstrated ability to solve a wide range of complex technical and business challenges.
As a Technical Services Representative, your broad responsibilities will include:
Act as the primary customer interface is terms of providing onboarding and support resource for potential and existing customers
Resolve technical and product related questions, removing barriers in the sales process, as well as improve process and tools which support our host network
Act as the primary resolution function for issues and questions raised by customers during and after service onboarding
Personally troubleshoot customer-facing business and technical issues
Partner with internal business and technical teams to ensure timely issue resolution when escalation is required
Provide advanced technical support to host network partners, many of whom are seasoned engineers
Monitor server performance around the world to identify and address trends and problems
Champion and advocate for customer requirements within our client (be the customer’s voice)
Continually develop your own knowledge and application of new technologies to support and enable growth of our customers.
Think strategically about business, product, and technical challenges as you help our customers take advantage of Ookla’s products
2-5 years of technology-related support / delivery / systems engineering experience
Strong technical problem solving skills with a demonstrated ability to adapt to new technologies and learn quickly
Systems Administration experience (Linux or windows)
Understanding of IP Networking (TCP/IP, IPSec, OpenVPN, DNS, HTTP, SSL/TLS, BGP, SMTP)
Experience installing, configuring, and troubleshooting web servers (Apache, Nginx, IIS, etc)
Experience directly interacting with technical customers via email, ticketing systems, or phone
Network Administration and strong knowledge of internet topology
Exceptional customer focus and bias for action
Familiarity with internet, cellular and broadband technology and infrastructure a plus.
Self-motivated with a track record of appropriate urgency and follow-through
Ability to multi-task in a fast-paced environment
Self-starter who is excited about technology
Strong verbal and written communications skills, able to effectively communicate across all levels of internal and client organizations.
Experience supporting the needs of an international customer base a plus
Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
Fluency in English is mandatory – Multi-lingual is an advantage