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Product Support Analyst

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Note: For most working days, the work schedule would be the standard 8.30 am - 5.30 pm. Client requires flexibility on working an evening shift 1-2 days/ week, and 4-6 hours over one weekend every week.

Seeking a Product Support Analyst to join the Product Support team. The Product Support team fuels ads product quality and engagement by representing the voice of the advertiser and the Sales team.
As an analyst, this person will be responsible for monitoring the quality and stability of ad products.
You will develop expertise in areas of the ads product and work directly with Sales and customers as a trusted partner to help identify and understand product issues and confusions and work directly with the Forensic Ad Analyst team, Product & Engineering to help resolve product issues.

He/she will work with the leads on these various teams responsible for the ad products to drive down bug counts and ensure ongoing communication with key stakeholders across Sales and end-advertisers.
He/she will also serve as the face of the ads product to Sales and its customers through communicating known issues and evaluating and improving education.
The regular schedule on most days would be 8.30 am - 5.30 pm (with a 1 hour break) - but flexibility in working an evening shift 1-2 days/ week, and 4-6 hours over one weekend every week would be required.

Skills:
Analytical - ability to think through problems
Ability to prioritize
Strong customer service experience
Prior knowledge of digital advertising
Strong troubleshooting/ticket escalation experience
Intermediate Excel skills

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