We’re looking for a dynamic Support Specialist who’s equal parts technical and creative - with strong mix of customer service and excellent troubleshooting, analytical, and problem-solving skills.
Support Specialists are responsible for front-line customer support, handling product questions and issues, leading customer education and supporting sales. This is a highly collaborative role working across all internal teams - product, engineering and marketing - to identify product issues and strategic opportunities for improvement based on customer feedback.
Become an Adventive product expert, providing ongoing technical 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
Provide technical support as needed, to users, account managers and others via web, phone and email
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
Skills & Qualifications
2+ years working in tech support or ad operations, preferably for a SaaS or technology vendor.
Excellent written and verbal communication skills, troubleshooting skills and strong attention to detail
Previous experience with ad tech vendors and platforms such as Doubleclick, DCM, AdTech, OpenX, etc.
Knowledge of digital ad operations trafficking and workflows, rich media production, vendors and products
Familiarity with browser web developer tools
Experience working with publishers, brands and agencies and understanding how they work together
Knowledge of customer service platforms such as Zendesk and issues tracking software such as Jira
Understanding of HTML5 display, mobile and video advertising ecosystem
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