Technical Support Specialist

2 months ago

England, United Kingdom Purl Full time

Purl Applications Ltd was set up by a small team of Out-Of-Home (OOH) Media professionals in the UK who wanted to help the worldwide Out-Of-Home Media market grow in a better, faster and cleaner way.

The Purl SaaS platform is an end-to-end OOH Campaign Planning, Buying, AdServing and Performance Reporting service that enables Media Buyers to activate OOH campaigns directly with OOH Media Owners.

The past 4 years have seen the team work with the UK’s biggest media agencies and their world class client brands including Disney, Mondelez, LVMH, COTY, LEGO, LLoyds and Samsung. Purl ensures that hundreds of millions of OOH media spend has gone directly to Publishers/Media Owners rather than on tech-taxes.

The ‘Purl Technical Support Specialist’, is a role for someone who provides software and service support for end-users of the Purl Platform. The duties include setting up and supporting the Purl software; troubleshooting customer campaign related problems and monitoring and maintaining the successful planning, buying and delivery of each OOH campaign.

The Technical Support Specialist may work remotely but will be expected to work from client or Purl offices up to 3 days per week.

This is a great opportunity to learn about all aspects of an advertising technology company directly from the founders and take a key role with our great Agency clients who are transforming the Out-Of-Home industry with every campaign they plan, book and activate.

This is an entry level role in the company and would suit someone who is looking to grow into a more senior commercial, creative or technical role in the future. Relevant accredited training will be provided as required. 

You don't have to be an AdTech or Out-Of-Home Media guru to start this role, but you certainly will be by the time you are ready to move into the next phase of your career.

Technical Support Specialist duties and responsibilities

The main duties of the Technical Support Specialist will include:

  • Troubleshooting and solving Purl software and 3rd party connectivity/API issues
  • Educating end-users about how to get the most out of the Purl platform
  • Assisting the Purl operations team by taking care of basic tasks like creating user-profiles and monitoring updates and backups
  • Responding to issues and requests in a professional manner by delivering on ‘Service Level Targets’ and working on an issue until it’s resolved
  • Documenting issues and resolutions and other relevant paperwork
  • Helping Purl users complete their immediate work tasks if manual workarounds are required in the event of Purl software being unable to complete a critical campaign task.
  • Monitor and collect performance logs from Media Owner and/or Publisher partners
  • Establish the Purl technical support process, system and best practice.
  • Become an expert on the Purl platform to train and coach new purl users

Technical Support Specialist skills and qualifications

The Technical Support Specialist needs a combination of skills that include both analytical thinking and good interpersonal skills. Although the main task is to solve any Purl platform and campaign issues, it’s also important for their clients to receive good and caring customer service.

A successful Technical Support Specialist candidate will have various prerequisite skills and qualifications that typically include:

  • Excellent teamwork, as IT systems involve many different professionals with different skill sets and levels of expertise
  • Good problem-solving skills and the ability to come up with creative solutions
  • Excellent listening skills to establish the issues that users are facing
  • The ability to multitask, as they may be working on multiple problems simultaneously
  • The ability to work well under pressure and remain calm when things go wrong.

Technical Support Specialist experience requirements

The Technical Support Specialist candidate may hold a degree, a higher national diploma (HND) or a foundation degree in an IT-related field, such as information systems, computer science or data science.

We are also willing to consider candidates with relevant Technical ALevel, BTEC or equivalent Industry Qualifications. 

Experience of customer support and/or service in a non-technical environment is a bonus but not essential.

Reporting Line

This role will report directly to the Service Delivery Manager at Purl Applications Limited.

Remuneration & Terms of Engagement

Full time employment contract with statutory pension scheme.

Circa £29k to £34k Per Annum and opportunity for discretionary bonuses

6-month probation period

Location

Home working is supported with a minimum requirement of working on-site in client offices and/or the Purl operations office up to 3 days a week.

The Purl operations office is in Richmond, Surrey and there is a small satellite office in Southend, Essex.

The Purl clients are currently based in Central London and Wood Lane, London

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