Product Support Specialist

Rochester, NY
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Job post date:
April 18, 2019
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.

Duties

  • 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

  • BA/BS degree
  • 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

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