Product Support Analyst
Overview
Placement Type:
Temporary
Compensation:
£292-£323 per day(PAYE Inside IR35)
Start Date:
Asap
Contract – 12 months.
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 advertising products
· Provide consultative guidance to sales teams and external clients on best practices and 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
Client Description
Our Client is the largest social media company in the world. They have substantial B2B and B2C advertising and media platforms, as well as a nonprofit initiative. With the mission of bringing people together, they now boast over 2 billion users, and are rapidly developing as they influence the world around us.
Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.