Position Summary:
As a Customer Support Representative, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.
Responsibilities:
- Answering help desk messages that come in through the client’s in-app help
- Providing systems support for the client systems including troubleshooting, diagnosing, resolving, and documenting
- Handling all level-1 queries and troubleshooting with the client before passing them off to level-2 if the solution can’t be located
- Testing and troubleshooting issues/questions to determine immediate solutions solo or collaboratively with the broader Customer Success team
- Logging bugs, and feature requests and sharing them with the success and product team for prioritization and development
- Answering questions in the context of the client’s unique setup and process
- Conducting demo-based training and walkthroughs of the system or feature
Qualifications:
- Must be at least 18 years of age
- Must be able to work full time, 40 hrs per week
- Must be able to work on a rotating schedule and weekends/holidays
- 3+ years in the advertising industry at a publisher or ad-tech firm – experience in media planning, Ad ops, or account management experience preferred
- Understanding of CRM and Order Management systems
- Client-friendly approach to problem-solving and attention to detail
- Excellent written and verbal communication; works well with teams
Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.