The
Product Support Specialist delivers excellence with a strategic focus,
ensuring that customers are incredibly satisfied with the AppNexus
platform. Internal
relationships are core to the role as this person will work alongside
the client consultancy team to provide complete technical and business
support. You will enjoy
digging into problems, provides highly responsive professional
communication, and effectively coordinates internal resources.
This
role is great for someone who loves solving complex problems for
customers. This role is also a great opportunity for someone who is
motivated to build strong technical skills in a supportive environment
while learning the inner workings of the world's largest independent ad
tech company.
About the job:
- Deliver post-implementation product support to AppNexus customers
- Manage
customer support cases daily, which includes verifying
cases, analyzing data, isolating and diagnosing the problem, resolving
the issue and communicating the resolution to the client
- Coordinate
with Product Management and Engineering teams in identifying,
reporting, and resolving product issues or opportunities for improvement
- Develop an online knowledge base of known issues/solutions to share with colleagues both locally and overseas
- Provide assistance when needed and share product knowledge with Client Services team members
- Nurture close relationships with clients to become a trusted advisor
About your skills:
- Outstanding troubleshooting, analytical, and problem-solving abilities
- Demonstrable passion for learning new technologies
- Strong organisation and process-orientation skills, while also being entrepreneurial
- Able to proactively achieve goals while being an excellent team player
- Must be fluent in English and French
Beneficial tech skills (if you don't have all of them, you can learn them at AppNexus!):
- Internet technologies such as HTML, CSS, JavaScript, PHP
- SQL scripting and relational databases
- APIs, particularly RESTful is helpful
More about you:
- You
are passionate about a culture of learning and teaching. You love
challenging yourself to constantly improve, and sharing your knowledge
to empower others
- You
like to take risks when looking for novel solutions to complex
problems. If faced with roadblocks, you continue to reach higher to make
greatness happen
- You
care about solving big, systemic problems. You look beyond the surface
to understand root causes so that you can build long-term solutions for
the whole ecosystem
- You believe in not only serving customers, but also empowering them by providing knowledge and tools