Technical Advertiser Solution Analyst

Job Description

• Manage customer interactions to increase customer satisfaction and improve service quality, specifically for technical integrations on the advertisers webpages and platforms.

• Provide technical onboarding solutions according to the Service Level Agreements and the quality and quantitative standards set by ensuring that the advertisers questions and issues are resolved.

• Provide pre and post-sales support for all self-service products, primarily supporting integration of eCommerce tracking capabilities on customer web and app platforms.

• Conduct call and email support for companies that advertise on the platform regarding technical issues such as troubleshooting general Pixel implementation, conducting Pixel verifications and onboarding new advertisers onto client’s measurement solutions.

• Appropriately escalate issues which cannot be directly resolved, or require Product intervention.

• Perform proactive and reactive analyses of technical integrations on advertisers webpages and present findings to client stakeholders and directly to advertisers

• Maintain and exceed set performance KPIs around productivity, customer satisfaction scores and quality scoring.

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Job Qualifications

• Bachelor’s degree or relevant experience in Marketing, Advertising, STEM, or related field

• Has excellent English proficiency: C1

• 1+ years in a technical support role or similar

• 1+ years working in CRM tools in a B2B environment

• 1+ years working with email, chat or call support in a B2B environment

• Proficiency in HTML5, Javascript and CSS.

• Familiar with G Suite software (Gmail, Google Docs, Google Sheets, etc.)

• Experience in web development

• Excellent verbal and written communication proficiency (minimum C1 in the Common European Framework of Reference for Languages (CEFR)

• Proficiency in English & Mandarin language is required.

• Note: willing to work on rational shifts (7:00AM to 4:00PM & 11:00PM to 8:00AM MYT)