WEB ENGINEER / SR.WEB ENGINEER

JOB DESCRIPTION

Position Title: Web Engineer / Sr. Web Engineer
Reports To: Customer Solutions Manager

Position Summary:

The representative is responsible for providing world class service to Small Business Customers by resolving customer inquiries through multiple contact channels, including phone and e-mail. The successful representative will address and resolve customer inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful. Making every customer successful involves successfully providing sales through service by recommending products and services that are best suited for the customer.
Primary Responsibilities:

Provide world class service to all small business customers in a customer centric environment
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools.
Assisting customers with inquiries while providing consultative support and recommendations
Document in detail all interactions with customers
Effectively articulate complex information to a variety of technical and non technical customers
Educate customers on products. Help customers to be successful.
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services.
Successfully performs against department scorecard metrics including

Qualifications and Skills:

World-class customer service focus and interpersonal skills
Previous success in call center service, or internet company
Proven ability to communicate complex technical problems in 'customer friendly' language
Proven ability to work in a high paced, nimble, and fluid work environment.
Demonstrated superiority troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems.
Knowledge of DNS and Web Hosting
Intermediate knowledge of Perl, CGI, , Java, and e-commerce
Solid decision making skills
Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
Proven ability to work independently in a fast-paced environment.
Intermediate knowledge of Microsoft Office suite, including Excel
Well organized with the ability to multi-task and prioritize workload
Schedule flexibility

Preferred Qualifications
Knowledge of Yahoo! small business products a plus
Previous experience in a B2B support model

At Yahoo!, we look at life in a different way. Everything inspires us: from a train ticket to the beverage we drink. Equations, Algorithms, Indexes, Terabytes of data; we see them everywhere. No wonder our product teams in Bangalore have been able to churn out a host of innovations: Yahoo! Podcasts, Yahoo! Audio Search, Yahoo! Hotjobs, Yahoo! SpamGuard+, Behavioral Targeting, consumer centric data driven products and marketing applications to name a few. So to name a few. So, if you wish to get aboard the innovation engine, just walk-in at the below mentioned venue.