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Product Support Analyst

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Aug 13, 2019

Central London

Freelance

Agent: Shana H.

Job #: 150920

Salary: up to £87k plus all meals, bonus...

Job Description

Job Code: Product Support Analyst 
Job Title: Product Support Analyst 
Duties: The Product & Service Operations (PSO) organization helps 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 Technical Solutions Consultants team are creative problem solvers who strive to ensure businesses are utilizing our advertising solutions as efficiently and as effectively as possible. We are driven by our passion for technology and creating impact for client's businesses. As a Technical Solutions Consultant, you will be the technical point of contact for our clients and internal stakeholders. You will become an expert on our advertising solutions, consult with clients on best practices and resolve any technical issues that come your way. You will also help build tools, automate services and operations, and support internal and external education on Facebook marketing solutions. Technical Solutions Consultants are curious by nature, comfortable working in ambiguous situations, and love coming up with creative solutions to client needs. 


RESPONSIBILITIES 

Build technical expertise in Facebook's various advertising products (signal, measurement, and delivery) and provide consultative guidance to clients and partners on best practices and bespoke setups 

Resolve technical issues stemming from our client's usage of Facebook's advertising solutions 

Work closely with cross-functional Product and Engineering teams in the go-to-market (GTM) process of launching new products and supporting existing ones 

Partner closely with the Sales teams to resolve client issues, prioritize, and build market or vertical plans for technical services 

Identify opportunities to optimize and automate workflows across a wide variety of projects 

Lead technical training for internal and external stakeholders to educate them on best practices and new solutions 

Skills: Analytical - ability to think through problems Ability to prioritize Strong customer service experience Prior knowledge of digital advertising Strong troubleshooting/ticket escalation experience Intermediate excel skills Preference for candidates with strong analytical ability 

Work with customers to assist them in a technical support role with the products they've purchased from the company. Compile data revolving around the specific areas in the company's products that seem to require the most support. Draw conclusions from this data, which product designers and engineers will use when creating new versions of the product. Improve the products the company makes. Gathers customer data on issues that need support. May comb through hundreds of support tickets, examining and logging issues. Look for data trends that point to needed improvements in new versions of software or future new products within the line. Create a detailed report on findings. Troubleshoot, diagnose and repair product and service concerns. Contribute to and use knowledge base. Communicate ongoing problems and fixes internally and with customers. Report on product and service problems. Guide customers on product features, product selection and configuration and implementation. 
Keywords: 
Education: 


BA/BS in Marketing, Computer Science, or related degree 

3+ years experience in the Digital Advertising and/or Technology industries 

Knowledge of Advertising Technology ecosystem 

Customer-facing experience translating technical concepts and solutions to non-technical audiences 

Experience with technically troubleshooting advertising technologies such as pixels, ad servers, auctions and delivery 

Experience working with web technologies including, but not limited to: HTML, CSS, JavaScript and HTTP 

Experience working with SQL and RESTful API 

Skills and Experience: 
Required Skills: 
ADVERTISING 
CUSTOMER SERVICE 
DIGITAL ADVERTISING 
TECHNICAL SUPPORT 
HTML 
Additional Skills: 
PRODUCT SUPPORT 
CUSTOMER SERVICE ORIENTED 
DIGITAL CAMPAIGN 
MICROSOFT EXCEL 
JAVASCRIPT 

Client Description:

The Largest Social Media Company in the World.

 

The B2B Solution of the largest Social Media Company in the world

 

The Charity and NGO focused solution for the largest Social Media company in the world.

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