Aspire Cambridge Ltd
This job has been posted for more than 30 working days and has expired.

Technical Service Manager

Do you have experience of managing IT support staff?

Are you an excellent communicator who has a passion for delivering excellent customer service?

Do you have a strong technical ability including: Writing and running scripts, de-bugging skills and ad-server JavaScript tag calls? If so then this role could be for you!

Duties include:

- Liaising closely with the Customer Services function acting as their local technical back up and knowledge base.

- Support server to server and client to server integration set up and monitoring.

- Monitoring categorisation quality and rates across regional platforms and languages and communicate exceptions to QA, either through ticketing service or directly on Jira.

- Make sure tickets are in a format and with enough relevant information that can be actioned by QA.

- Controlling the technical tickets to ensure all information relevant to the query is captured without the need for subsequent follow-up queries.

- Carrying out systematic and detailed fault diagnosis to ensure the cause is understood
- Resolving all calls not dependant on a code fix and provide the solution to the customer.

- Communicating to Software Development team members any issues requiring code changes.

- Taking ownership of a technical query from initial contact through to successful resolution.

- Work closely with product and local Customer services on system upgrade and product rollouts.

- Contribute to the development of the Technical Support systems.

- Give technical training for customers, partners and internal staff.

- Ensure a quality service to the business, meeting the requirement to set up, modify and delete customer configurations as demanded; including new demo installs and languages and moving installs from demo to live.

- As required set up Signal self-serve categorisation runs and the FTP servers to run the service live.

- Work closely with QA, Product and local Customer Services on system upgrades and product rollouts.

- Support local publisher tags implementation.

- Support Customers with roll out of third party tags.

- Debugging campaign deliveries.

- Manage the Turn Taxonomy if required.

- Support the Custom creation capability during the Tech Services phase of Integrations.

Knowledge, Skills and Experience Needed for the Job:

- Able to write and run scripts.

- Excellent debugging skills.

- Ad Server JavaScript tag calls.

- Previous working experience to have included interaction with customer and handling their queries.

- Ability to deal with customers and staff at a technical as well as a non-technical level.

- Good interpersonal skills.

- A thorough, structured and rigorous approach to problem solving.

- Effective communication skills.

- Strong learning skills.

- Working knowledge of APIs.


- High level awareness of the web stack architecture:
- Linux, Apache, Databases i.e.

Mongo, MySQL
- CGI scripting e.g.

Perl, Python, Bash, PHP
- Jquery, JavaScriptKey stakeholders:
- Technical Consultancy, Customer Support, Deployment, Development, CEO

Start: ASAP
Location: Cambridge, Cambridgeshire
Hours: Full Time
Salary: £negotiable

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful.

Aspire Cambridge Ltd is acting as an Employment Agency for this Permanent Vacancy.