Adventive is looking for a technically-savvy Support Specialist who will be responsible for front-line customer support. Candidates must be excellent communicators with good analytical, creative and problem-solving skills.
Become an Adventive product expert, providing ongoing consultation, training and support to customers, internal teams and partners
Quickly resolve customer service issues and skillfully manage complex customer service problems
Assist with improving Knowledge base articles to empower Adventive users to solve issues on their own
Participating in release testing, reviewing functionality of upcoming releases and helping to ensure user tasks can be completed without issue
Schedule, run and provide after care for training sessions covering all areas of the Adventive platform
Providing support for projects such as: template production, workflow documentation, sample ad creative and galleries, and more
Prioritize and managing a queue of incoming customer requests and work directly with internal teams to identify current issues and opportunities for improvement
Share best practices with team members to enhance the quality and efficiency of customer support
Open bug reports and communicate product issues in a clear and comprehensive manner
Work with customers to develop and document new operational workflows and behaviors to improve utilization of the Adventive platform and by preparing and providing reference materials such as: guides, documentation, best practices, articles, videos, and more
Skills & Qualifications
2+ years working in client support or ad operations, preferably for a SaaS or technology vendor
Strong communication skills: ability to educate clients and present software externally and communicate client statuses, progress and blockers internally
Excellent written and verbal communication skills
Familiarity in Photoshop and similar design tools; knowledge in video editing tools is a plus
Ideal candidate will have excellent troubleshooting skills and strong attention to detail
Previous experience with 3rd party vendors such as Doubleclick, Sizmek, AdTech, OpenX, etc.
Knowledge of customer service platforms such as Zendesk and issues tracking software such as Jira
Experience in the digital adverting industry serving B2B customers
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