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
