AT Internet is a globally recognised player and European leader in digital analytics. The company publishes the Analytics Suite, a web and mobile audience measurement and analysis solution used by the world’s leading brands in all sectors of activity (media, e-commerce, finance, institutional, etc.).

Our mission is to help our clients improve their digital performance, maintain audience engagement and drive growth with reliable, ethical and 100% privacy-friendly data.

With a strong international focus, we cultivate values of trust, customer focus, continuous innovation, collective intelligence and enthusiasm within our teams.

 

In March 2021, AT Internet merges with Piano to create the world’s leading customer experience optimisation platform powered by digital analytics.

Piano offers a wide range of innovative software that works across the customer journey to drive engagement, conversion, monetisation and retention. With the addition of AT Internet’s analytical intelligence, both companies will be able to strengthen their capabilities in orchestrating and personalising the customer journey.

 

Join us in this ambitious and exciting challenge!

 

The position:

Level 2 Client Support Coordinator/Technical Advisor will be primarily responsible for ensuring that clients across the globe experience the highest and most professional level of support for their needs.

 

Responsibilities:

• Manage second level technical questions, requests and other needs from clients, Investigate, diagnose and resolve tickets that cannot be fixed at the previous level
• Work directly with other teams and the client to identify and replicate technical issues and propose possible workarounds
• Performs sufficient testing to ensure that the introduced solution have fixed the client’s issue
• Coordinate special technical requests with the development team
• Identify and communicate opportunities for improvement in publishers’ implementations of Piano solutions
• Identify, track, and document solutions for common client needs, requests and questions
• Write solutions inputs to our technical documentation team
• Prepare playbooks for standard issues
• Ensuring technical queries not progressing are escalated

 

Requirements & skills: 

• Experience with HTML, CSS and JavaScript is a must
• General understanding and knowledge of web technologies and related problem-solving tools for front end based web technologies
• Incident management process knowledge is a benefit
• Motivation to constantly improve your technical knowledge
• You are not afraid to experiment and propose new solutions and ideas
• You enjoy solving technical issues and communicate them
• Ability to solve problems dynamically, creatively and with patience
• Detail-orientated and able to manage several tasks at once
• Excellent writing skills
• Strong interpersonal and communication skills including a firm and patient demeanour
• Fluent level of English – written and spoken / another language is big advantage (German, Spanish). A good level of French is also required to work in our French office in Bordeaux