Technical Ads Support Specialist - United Kingdom - Manning Global AG

Description

Our client, a global and innovative social media company, is recruiting for a Technical Ads Support Specialist to join their business in the UK

Position Title:
Technical Ads Support Specialist
Position Type:12 months fixed-term employment

Start Date:

ASAPLocation:London, UKContact:Alena Ivanova | Job DescriptionAs Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product.

We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

Key Responsibilities:
Handle and resolve end to end pre and post-sales queries for Performance advertising, signal and measurement products, ability to work on case volumes across email or chat channelsOwn and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queriesConduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needsDrive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch pointsAdhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customerManage escalations workflows with internal cross functional teams across Product teamsPartner with upstream technical specialists to educate advertisers on product features and common issue typesEngage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolutionDevelop as a subject matter expert across assigned product area and mentor fellow team membersRequirements:BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experienceExperience in Technical Customer support or OperationsPreferred experience in a Contact Centre/Service program for any Advertising Tech companyPrior Customer Support experience within an in-house team is highly desirableFluent with social media products usage and basic understanding of the advertising industryExperience resolving and communicating technical issues to both technical and non-technical audiencesPreferred Skills & Qualifications:Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etcExperience working with and implementing mobile SDKs (iOS and Android)Knowledge of Universal Links & App LinksPre-Sales Technical experience, consulting, and advisory services for clientsPrior experience working with Mobile & Web analytics tools (Google Analytics, Firebase, Appsflyer, etc)Prior experience working in the base market