Technical Ads Support Specialist

1 month ago

London, United Kingdom HY Legal and Services Ltd Full time

Job Description

We are an outsourcing company that has clients in Europe, USA and Asia. We are seeking a Technical Ads Support Specialist to work in one of our valued client offices in London, United Kingdom. Our client is a social media video content platform for creating and sharing short lip-sync, comedy, and talent videos and with offices in most EMEA and AMS countries.

Our client seeks a technical ads support specialist to provide both pre and post-sales implementation and advertising support to their top advertisers. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize and influence partners are key skills. Candidates must have experience working with Digital Advertising, Signals & API products as well as hands-on experience implementing technology.

Responsibilities:

  • Handle and resolve end to end pre and post-sales queries for our client's Performance advertising, signal and measurement products, ability to work on case volumes across email or chat channels
  • Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries
  • Conduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needs
  • Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
  • Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer
  • Manage escalations workflows with internal cross functional teams across Product teams
  • Partner with upstream technical specialists to educate advertisers on product features and common issue types
  • Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
  • Develop as a subject matter expert across assigned product area and mentor fellow team members

Required Qualifications:

  • English business proficiency is a must for the role
  • BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experience
  • 4+ years of Technical Customer support or Operations, in-region (where role is based)
  • Preferred experience in a Contact Centre/Service program for any Advertising Tech company
  • Prior Customer Support experience within an in-house team is highly desirable
  • Fluent with social media products usage and basic understanding of the advertising industry
  • Experience resolving and communicating technical issues to both technical and non-technical audiences

Preferred Qualifications:

  • Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etc.
  • Experience working with and implementing mobile SDKs (iOS and Android)
  • Knowledge of Universal Links & App Links
  • Pre-Sales Technical experience, consulting, and advisory services for clients
  • Prior experience working with Mobile & Web analytical tools (Google Analytics, Firebase, Appsflyer, etc)
  • Prior experience working in the base market
  • Additional Asian language is a plus (Mandarin)
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