What You'll Do:
The Level-2 Support team plays a crucial role in resolving inquiries escalated from Level-1 support. By providing specialized expertise, troubleshooting skills, and adopting a knowledge-centered service model, this team ensures efficient issue resolution and enhances overall customer satisfaction.
Inquiry Resolution
- Address and resolve complex customer inquiries concerning product functionality, technical issues, and bug suspicions.
- Collaborate with Level-1 support to fully understand the context and history of each issue.
- Utilize in-depth product knowledge to effectively diagnose and troubleshoot problems.
- Escalate unresolved issues to Level-3 or specialized teams as necessary.
Documentation and Knowledge Sharing
- Develop and maintain a comprehensive knowledge base including FAQs, troubleshooting guides, and best practices.
- Ensure all documentation is current and accessible to both internal teams and clients.
- Empower Level-1 support by providing them with accurate and up-to-date information to promote self-service.
Continuous Learning and Improvement
- Keep abreast of product enhancements, new features, and bug fixes.
- Engage in cross-functional training sessions to refine skills.
- Collaborate with R&D teams to provide feedback on recurring issues and influence product improvements.
This positions is based at Gurgaon, India
As this role supports our EMEA business, work hours will be between 1:30 PM 10:30 PM IST with shift allowance.
Who You Are:
- 3+ years of experience in technology, consulting, or an operational role.
- B.S. or M.S. in Computer Science, or a related field, or equivalent experience.
- Proficiency in HTML, SQL, JavaScript, REST APIs, and data visualization tools.
- Experience in diagnosing and solving complex technical issues.
- Experience in JIRA.
- Excellent communication skills in English, both oral and written.
- Experience in an international working environment.
- Adaptable to a rapidly changing environment and a proactive self-learner.
- Additional technical skills in web, database, and networking technologies (SQL, TCP/IP, HTTPS, SSL/TLS) are a plus.
We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we'd love to see your application!
Who We Are:
Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.
At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world's marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.
Why Join Us:
At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.
