Join Our Team

Technical Support Specialist — SaaS Application Technology

Summary

Widemile is seeking a Technical Support Specialist to join the partner enablement team and support users on the beta release of the Widemile optimization platform. The support specialist will act as the initial point of contact between Widemile and our partners for all support related queries. Our platform is a Software as a Service (SaaS) internet marketing tool set, where the management console is delivered via Flash and the service is executed via JavaScript. In addition to providing support services, the opportunity exists to help define and improve our support policies/systems as our application gains adoption.

Widemile helps corporations address the increasing cost and declining ROI of paid search campaigns on popular search engines like Google, Yahoo and MSN Live. Widemile’s technology platform enables these online advertisers to greatly improve the returns from online campaigns by increasing the percentage of prospective customers they convert into actual customers.

Responsibilities

Act as the voice of Widemile; providing front line support via phone, email, and chat applications
Research existing knowledge base and resources prior to escalating issue to advanced technical staff
Track all issues from intake to resolution
Document processes and streamline the support process as methodologies become clear
Create assets/knowledge base articles from resolved issues
Follow up with customers to gather further information as needed
Responsible for ownership of issue until resolution or ensure proper escalation processes are followed
Potentially assist with extended support hours (i.e. before 8:00 AM PST and after 5:00 PM PST)
Develop and maintain a relationship with the product group for introducing bug fixes and new feature requests
Review and maintain familiarity with partner training materials; providing recommendations for improvements as well

Required Skills

1 — 3 years of relevant experience
BS in a related field or equivalent combination of education and experience
Solid understanding of Internet technologies (TCP/IP, HTTP, SSL)
Broad knowledge of web programming languages (JavaScript, HTML, XML, CSS)
Working knowledge of SEO/SEM
Background in Java, .NET and PHP will be helpful
Technical writing capability
MS Office Suite
Request tracking software
Call center experience a plus
A driving commitment to deliver excellence in every aspect of your work.

Desired Traits

Ability to quickly solve large, complex problems
Effective time management
Excellent research skills
Effective project management skills/Ability to prioritize and schedule tasks
Excellent communication skills (written, verbal)

Benefits

Smart, results–oriented people are essential to our success. Our goal is to attract and retain the best. Our competitive salary and benefits package includes medical and dental insurance, long–term disability benefits, life insurance, vision plan, prescription drug plan, 401K plan, stock option plan, paid holidays and vacations, and Metro FlexPass.

Expand Your Horizons

Widemile is looking for passionate, creative and smart people. Working for Widemile puts you on the leading edge of the growing field of conversion marketing and Website optimization. If you love a challenge and want to make a difference, this is the place for you.

Join our team and help change an industry.

How to Apply

Email a cover letter and a copy of your resume to jobs@widemile.com.