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 analysispreferredMore about you:You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower othersYou like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happenYou care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystemYou believe in not only serving customers, but also empowering them by providing knowledge and toolsLearn. Teach. Build.AppNexians make greatness happenJoin our communityAppNexus is proud to offer equal opportunity in all aspects of employment. We strive to foster a diverse, inclusive and engaging work environment. We welcome applications from all candidates and look forward to receiving yours! Our diversity in action:Partnering with Path Forward to offerreturnships to help caregiversreenter the workforceSharing feedback openly through roundtable discussions on how to make progress on ourDiversity & Inclusion goalsCelebrating our diversitywith affinity groups (including OutNexus, AppNexus Women’s Network, AppNexus Latino Alliance and AppNexus Black Alliance to name just a few!)
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