- 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 channels
- Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries
- Conduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needs
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer
- Manage escalations workflows with internal cross functional teams across Product teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members
- BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experience
- Experience in Technical Customer support or Operations
- Preferred experience in a Contact Centre/Service program for any Advertising Tech company
- Prior Customer Support experience within an in-house team is highly desirable
- Fluent with social media products usage and basic understanding of the advertising industry
- Experience resolving and communicating technical issues to both technical and non-technical audiences
- Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etc
- Experience working with and implementing mobile SDKs (iOS and Android)
- Knowledge of Universal Links & App Links
- Pre-Sales Technical experience, consulting, and advisory services for clients
- Prior experience working with Mobile & Web analytics tools (Google Analytics, Firebase, Appsflyer, etc)
- Prior experience working in the base market
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:
ASAP
Location:
London, UK
Contact:
Alena Ivanova |
Job Description
As 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:
Requirements:
Preferred Skills & Qualifications: