At AOL, we want to bring people closer to the things that matter, while helping them discover and share stories and information that color their lives, especially when it comes to video. The AOL On Network is a new video platform that offers premium content across 14 content channels including food, business, entertainment, style, tech, travel, health and others, and reaches nearly 57 million U.S. consumers.
The AOL On Network features original shows as well as partner content from a library of over 320,000 high quality, short-form videos created by more than 1,000 premier publishers. Through AOL On, this content is available across hundreds of premium destination sites as well as AOL’s owned and operated properties.
AOL On Network Support Team is looking for a Tier 1 Support Engineer Intern to join our team. As a member of this team, you will be responsible for resolving technical issues and troubleshooting problems while interacting with end users, both internal and external costumers. You will be expected to provide a high level of service, be attentive to customers’ needs and requirements, while fulfilling the Service Level Agreement (SLA) requirements.
•Provide comprehensive support for our customer base, meet or exceed the standards of service outlined in our Service License Agreement (SLA), ensure the highest level of customer satisfaction, and provide timely and accurate communication of issues status and resolution to the customers
•Ability to establish and maintain effective working relationships with managers and employees, along with working with external customers
•Troubleshoot and track technical issues, via Salesforce ticketing solution
•Taking ownership of technical issues and worked with our 2nd Tier Support Team to resolve more advanced issues when necessary
•Manage cases and assign support tickets to correct teams
Skills and Qualifications
• You are a rising junior or senior at a four year undergraduate program; This internship is NOT designed for Masters Students.
•Basic knowledge of web debugging tools such as Firebug
•Knowledge of or experience with mobile interface (iOS or Android) a plus
•Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously without compromising quality
•Strong interpersonal skills and the ability to work independently as well as in a team environment--service oriented individuals only!
•Excellent organizational and interpersonal skills
•Excellent troubleshooting, problem solving, and analytical skills
•Previous experience working on a help-desk or with a ticketing system preferred but not required
Candidates who are able to work throughout the summer and continue part time throughout the fall semester are strongly preferred.
Note: There will be NO coding involved in this internship. If you are looking for a software engineering internship this is not the role for you!
You will love this internship if:
1. You enjoy being the link between the technically-savvy and the non-technical
2. You have patience and enjoy customer service oriented positions
This internship is not for you if:
1. You are looking for a position that will expose you to coding, application development or software engineering
2. You do not enjoy working with people or have little patience