Technical Support Specialist

About the team 👫 

Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills, and are ready to tackle the most complex challenges to empower our customers to get the best of our platforms.

Your mission 👇

Senior Technical Support Specialists are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.

You'll join an amazing international team based in India, and report directly to Leandro, our Technical Support Director. 

What you'll do ✏️

• Being the principal and first touchpoint of the customer’s experience/journey

• Keeping an outstanding and detailed communication with our customers through our different channels to provide accurate and prompt support

• Resolve and widely communicate incidents and bugs with appropriate stakeholders

• Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers

• Perform in-depth troubleshooting, including database analysis and reading system logs, to solve complex support issues

• Understand our technologies and become product experts to help our clients.

• Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement

About you 💪

Required:

• 3 years of experience in customer-facing roles in a web-based environment

• 2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI (CTV) etc)

• Experience with troubleshooting, SQL, JavaScript, CSS/HTML, APIs, and Mobile SDKs

• Ability to document technical customer issues into notes that are consumable by other users

• Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail

• Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers

• Fluent in Hindi + working proficiency in English

 

Nice to have:

• Availability to become a (DCSS) designated support specialist for Gold or Platinum accounts

• Knowledge of DV360

• Knowledge of Smart’s/LiquidM’s, Nowtilus’s, Sharethrhough’s or Dynadmics’ products/tools