At a Glance
- Tasks: Troubleshoot complex tech issues and support clients with FreeWheel software.
- Company: Join FreeWheel, a global leader in advertising technology under Comcast.
- Benefits: Comprehensive benefits, including health support and professional development opportunities.
- Other info: Collaborative team environment with opportunities for mentorship and career growth.
- Why this job: Make a real impact by solving challenges in the dynamic AdTech industry.
- Qualifications: 4-5 years in technical support, strong troubleshooting skills, and excellent communication.
The predicted salary is between 50000 - 70000 £ per year.
Free Wheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers.
Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels.
As a global company, we have offices in nine countries and can insert advertisements around the world.
Job Summary
A Senior Support Engineer provides advanced support for Free Wheel software to clients and internal departments, assisting with client/product integrations and resolving complex technical and workflow issues.
The role requires expertise in multiple product areas, mentorship of new team members, and participation in process improvements.
Job Description
Job Description
- Essential Functions: Troubleshoot complex technical issues while communicating directly with clients and resources.
- Manage high-priority issues and coordinate with account management teams.
- Engage with product/engineering teams to resolve issues across time zones.
- Maintain the support queue and handle escalations.
- Communicate technical problems and solutions clearly across audiences.
- Become a Subject Matter Expert in Free Wheel technologies.
- Maintain internal documentation and collaborate with teams.
- Assist in onboarding, training, and mentoring new staff.
- Develop training materials for junior team members.
- Maintain a professional and respectful workplace environment.
Desired Qualifications
The successful candidate will have
- Strong troubleshooting and analytical skills.
- Excellent communication and emotional intelligence.
- Experience in advertising technology or digital media buying/selling.
- Proficiency with Microsoft Office or Google Workspace. Experience with SQL, Excel, and scripting languages.
Experience: 4-5+ years in technical support within Ad Tech, including mentorship and training, if no Free Wheel experience. 2+ years direct Free Wheel product support experience, demonstrating Subject Matter Expertise.
Education: Bachelor’s degree in a relevant field or equivalent experience and certifications.
Additional Expectations
- Understand and embody our Operating Principles.
- Own the customer experience and strive for excellence.
- Work collaboratively as part of a team.
- Participate actively in feedback systems to improve service.
- Drive results and promote diversity and inclusion.
Please note: This role will be open for applications until 13th July.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.
That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Certifications
- (if applicable)
- Relevant Work Experience
- 5-7 Years
Comcast is an equal opportunity workplace.
We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Comcast. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Comcast before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Comcast:Your cover letter is your chance to shine! Tell us why you want to work at Comcast specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Comcast!
How to prepare for a job interview at Comcast
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
