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.

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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

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