The Senior Analyst, Product Support team member solves complex problems for our customers. They exhibit a passion for troubleshooting and identifying the root cause of a given issue. This role is well suited for a curious individual interested in learning about the digital advertising industry, providing superb customer service, understanding and solving complex/technical problems, and optimizing workflows and processes..
• Delivering post-implementation technical product support to Xandr’s most strategic partners and customers
• Deeply understand the Xandr product, as well as external integrations and other open source advertising technologies, and how Xandr clients leverage this technology to execute their goals
• Managing customer support cases daily, which includes verifying product issues, analyzing data, isolating and diagnosing the problem, resolving the issue and communicating the resolution to the client
• Troubleshooting product issues and clearly communicating complex technical concepts to internal and external strategic stakeholders
• Helping build our Customer Success muscle by developing and building best practices, customer facing assets, and internal training and development resources
Skills/Experience:
• Excellent troubleshooting, analytical, problem-solving and collaboration abilities
• Passion for learning new technologies
• Able to proactively achieve goals while being an excellent team player
• Must be fluent in English
• Experience working with web technologies (e.g. HTML, CSS, JavaScript, RESTFUL APIs) and/or query languages (e.g. SQL)
Teams to collaborate with:
• Product Support interacts with numerous functions within the business. The three most common are: commercial, engineering, and product. The variety of teams that we interact with requires that individuals be able to communicate with stakeholders that have a wide range of technical expertise/understanding