Technical Services Manager - Multilingual 2nd Level Support

As a Technical Services Manager you will be a key member of the Emarsys service organization. In your role you will act as an escalation point (2nd line support) for our first line support team. Your advanced technical and application knowledge and creative problem solving skills will ensure maximum client satisfaction with our products and services.,

• Support and assist both our clients and internal teams in solving more complex technical issues by sharing your knowledge.
• Provide 2nd-level support to our clients and assist them in debugging and implementing standard and custom solutions.
• Identify and troubleshoot technical issues and escalate to 3rd line support when required.
• Deliver technical instructions and complicated solution descriptions in a professional and simple-to-understand manner.
• Work closely with other teams to ensure the successful delivery and integration of our standard and custom solutions according to the clients' needs and defined objectives.
• Communicate progress of issue resolution to the client and first line support in a timely manner.
• Escalate to line managers when an issue may impact the revenue and/or the relationship with the client.
• Hold internal training and knowledge sharing sessions on case resolutions with other team members.
• Work closely with product owners and managers to provide input on possible product improvements and assist in implementing and testing new features.
  
  A strong technical background with SaaS products and a significant focus on the latest web technologies.
• Advanced knowledge and hands-on experience with HTML & CSS/DNS/SMTP/API/communication protocols and databases.
• Good exposure to web programming languages (PHP or JavaScript preferable)
• Exposure to SQL based languages
• Fluent in English plus one of the following languages: Arabic, Turkish, German, Dutch, Russian or French
• Very good communication skills over the phone and email
• Enjoy working in a team, outstanding motivation and strong commitment
• Your attitude is more important than your IQ!
• Friendly, personable and approachable, with the ability to multi-task and take ownership of issues
  
  Emarsys is an international SaaS group of sharp technology experts. Born in 2000, we have supported e-commerce brands to grow their commercial value through highly-personalized customer engagement. Today, our predictive intelligence fuels user-friendly, real-time marketing automation. Our 1,500 clients in 140 countries send over six billion email marketing messages a month, for a serious return on investment.
The marketing technology industry is growing at supersonic speed, and our integrated technology makes us a market leader. That's why we need people to join our team who are attracted to our dynamic environment, and want to grow their career with us. We're positive, proactive people who like to hold a meeting over a game of ping pong every now and then. If you like the sound of us, we'd love to speak about working towards our future together.


• A job with a dynamic and experienced team of professionals.
• A great working environment, with opportunities to work with and learn from some seriously talented individuals.
• Emarsys Academy - we empower Emarsys employees to inspire excellence by developing their knowledge and skills.
• A company with an international outlook and a good market positioning.
• Be part of the engine that is behind a very fast growing business.
• Competitive remuneration.
• An office located close to Euston station, with fridges full of beer and colleagues skilled in Pool and Table Tennis who are always up for the challenge.