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Support Specialist Lead, WhatsApp Business API

Job Reference: 20-05977 Type: We are seeking a customer support extraordinaire who is passionate about helping customers resolve their issues, ready to work alongside our frontline team to improve our customer support experience, and wants to make a positive impact on an emerging team. The ideal candidate is someone who has worked in a product support or technical support environment as a lead and/or QA within the technology or social media industry.

Serve as team lead for our global front-line team through consistent coaching and supervision to ensure we meet/exceed all key performance indicators eg. SLA, Response Time, CSAT, etc.
Conduct weekly and daily planning to efficiently allocate workload to agents, monitor queues for variations, and adjust as necessary to balance capacity
Manage scheduling and coverage for the globally distributed team
Manage escalations, aggregate customer feedback, and suggest process enhancements
Work closely with XFN teams to drive resolution of escalated and aging tickets
Report on weekly, monthly, and quarterly metrics/insights to keep cross-functional partners informed of support performance and customer sentiment
Implement and manage a Quality Assurance process to ensure agents are providing timely quality responses, following escalation guidelines - provide coaching as needed
Partner with the Enterprise Operations Program Manager(s) to flag any process gaps or suggested enhancements in support processes or tools

Essential Skills/Experience:
Minimum 2 years of prior relevant people management experience
Ability to follow internal escalation paths across multiple tiers of scaled support
Customer-oriented mindset with demonstrated understanding and empathy
High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
Creative problem solver with experience optimizing operational flows for scale
Demonstrated ability to prioritize in a fast-paced environment with competing priorities
Collaborative team player with "get it done attitude
B2B technical support experience is highly desired
Strong written and verbal communication skills
Preferred Skills:
Understanding of basic API functionality and principles
Basic understanding of a Web stack; basic scripting experience
Experience with an API Testing tool (ie. POSTMAN, SoapUI)
Perfunctory SQL


Software Apps Engineer

Job Reference: 20-01037 Type: Duration:0-3 month(s)

Description/Comment:A Lot About You
You will be responsible for the design and development of end-to-end features, working with clients to build workflows that make teams more efficient. You have a deep proficiency in front-end/back-end configurations and comprehensive knowledge of technologies like Jira Administration, JQL and Groovy Scripting. You have a value delivery and problem solving mindset that complements your superior verbal and written communication skills.

Your Day
This position is for a Jira Software Administrator who will be working on support/enhancement tickets. You will be responsible for:
Discussing needs with stakeholders/customers to understand requirements
Configuring Jira to enable productivity of teams and keep the system performing well
Recommending modifications to processes and procedures, and contributing to best practices, architecture, and implementations
Promoting and soliciting ideas within project teams; may lead certain elements of projects
Working in a fast-paced environment with multiple competing priorities

You Must Have
Undergraduate degree in computer science, engineering, or a related field
Comprehensive knowledge of software engineering processes, tools, methods, test development and support
1-3 years of experience in software development or implementation
Ability to learn and apply new skills/concepts quickly

1+ years experience with Jira administration functionality


Technical Project Manager

Job Reference: 20-00871 Type: Duration:0-12 month(s)

Description/Comment:Key Responsibilities
Deliver high level presentations to audiences ranging from executives to system end users;
Manage end to end project in collaboration with client project manager to a successful deployment of Anaplan solutions;
Act as the key liaison to the client at both the project management and executive level as needed
Identify resource needs, manage resource time allocation and hold team accountable to deadlines
Manage issues and risk by clearly communicating both internally and externally, escalating as needed and deploying risk mitigation strategies as appropriate
Reporting on available resources, budget, and project status to project sponsors and stakeholders
Effective communication and team work with project teams and collaboration with other departments
Understand priorities, scope, timeline, goals, and key milestones
Maintain customer focus and demonstrate leadership to drive consensus and project related decisions
Program/Project management experience using a formal methodology including Agile, scrum, Waterfall
5+ years of experience as Project / Program manager or Scrum master
Experience managing projects in Analytics / Planning space
Tenacious at driving long-term customer value
Highly data-driven with a commitment to process. Excited about driving and tracking a consistent implementation process with all customers in your portfolio.
Excellent verbal and written communication skills.
Team player with the highest level of integrity.
Passionate about technology and how it can be leveraged to drive business impact


Sr Software Dev Engineer

Job Reference: 19-13570 Type: Duration:0-18 month(s)

Description/Comment:Search FE
Yahoo Search is the worlds largest startup. We move fast, take risks, and are relentlessly focused on engineering excellence. Yahoo Search products are built to meet aggressive performance, scalability, and reliability requirements, and our system spans cutting edge front-end, back-end, and big-data technologies.

A Little About Us
Yahoo Search is one of the most highly-scaled web platforms on the planet, serving over 100 million global users every month across Yahoo branded sites and partner networks. We are hiring world-class junior and senior engineers who love to build robust and scalable software systems to meet our incredibly ambitious user experience, performance, and revenue goals.

A Lot About You
You have a passion for building things that scale. Youre eager to learn new technologies. You thrive under pressure and love to work in a dynamic team environment that executes to hit ambitious goals.

Your Day
Build engaging user experiences that reach 100 million monthly users.
Write highly scalable, low-latency code that ships to production daily through our automated pipeline.
Fight to shave milliseconds off already blazing fast latencies.
Explore cutting-edge front-end technologies to stay innovative in a competitive marketplace.
Work with a passionate cross-functional team of product managers, designers, production engineers, developers, architects, and scientists to run one of the highest monetizing web applications on the planet.

You Must Have
2 or more years of experience building high-scale user experiences with web technologies in a Linux dev environment
Expertise in JavaScript, HTML, and CSS
Professional experience with PHP, Jenkins, and Git
Outstanding programming, problem solving, and communication skills
Strong understanding of CS fundamentals and web architecture
A passion for front end engineering
Expertise in FE build tools and test frameworks highly desirable
BS in Computer Science is preferred