Product Support Specialist
Product Support SpecialistThe AppNexus Product Support Specialist maintains a dedicated focus on ensuring that customers are incredibly satisfied with AppNexus platform. They are the link between the Account Management / Implementation teams and the Product and Engineering teams. The Product Specialist exhibits a deep product expertise, highly responsive and professional communication, creative problem solving, and effective coordination of internal resources. This role is perfect for someone who has a passion for the Internet or all things digital, customer service, solving complex problems, and who loves to learn and teach.About the team:The Services team is dedicated to earning customer loyalty while building a world-class company together. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the AppNexus platform, obsesses about making them massively successful, and strategizes to help them surpass their goals. Real-time advertising can fundamentally transform our clients’ businesses, and we bring it to life for them.About the job:Provide post-implementation product support to AppNexus customersManage customer support cases, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possibleActively coordinate with Product and Engineering teams in identifying, reporting and resolving product issuesAuthor, edit, publish and maintain an online knowledge base of known issues/solutionsShare knowledge with Customer Success team members and help hire and train junior employeesAbout your skills:2-5 years of work experiencePassionate about working in a fast-paced and fluid environmentExcellent troubleshooting, analytical and problem-solving abilities with a tenacious commitment to finding the root cause of issues, along with an ability to collaborate cross-functionallyOutstanding written and verbal communication skillsFluent in Spanish, advanced proficiency in EnglishDemonstrable passion for learning new technology and a knowledge of SQL, HTML, Python and/or data analysispreferredHiring Manager:PC CapeloRecruiter:Clare Gallagher
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