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Product Support Analyst

4 months ago

SouthendonSea, United Kingdom Career Moves Full time
Product Support Analyst  

Location: UK Remote
Length: 6 Months
Rate: From £40.38 p/h PAYE + (Approx. 83.9K per annum)
Hours: 9am-6pm

This client is a top 5 tech giant and owner of some of the world's most popular social media platforms and instant messaging apps, connecting billions of people across the globe.

Job description:
The Product Support Analyst works within the Product & Service Operations (PSO) organization to help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. As part of the PSO organization, the Product Support Analysts are creative problem solvers who strive to ensure businesses are utilizing our advertising solutions as efficiently and as effectively as possible.

Responsibilities:
  • Build technical knowledge and expertise in various Facebook advertising products
  • Provide consultative guidance to sales teams and external clients on best practices and Facebook product setups
  • Troubleshoot and prioritize technical advertising issues, and escalate to specialists when appropriate for further troubleshooting or de- bugging
  • Effectively communicate technical resolutions, workarounds, and product confusions to the sales and account team
  • Facilitate a high-end customer experience related to support for advertising bugs and ensure all support SLAs are met
  • Identify opportunities to optimize and automate workflows and support processes

Skills
  • Experience in the Digital Advertising and/or Technology industries
  • Experience with troubleshooting and ticket escalation
  • Experience translating technical concepts and solutions to non-technical audiences
  • Experience of using advertising technologies such as pixels, ad servers, auctions and delivery
  • Experience working with web technologies including, but not limited to: HTML, CSS, JavaScript, HTTP, Restful APIs
  • Familiarity with SQL