Support Specialist

Rochester, NY
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Job post date:
February 4, 2019

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.

Duties

  • 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

Preferred Experience

  • 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

For more info please contact:
adv-rocny-jobs@adventive.com