About the job Global Technical Support
Position Title: Global Technical Support
Reports To: Partner, Partner Advisor
Primary Relationships: Partner Team
Date: August 2024
Schedule: 7:00 AM - 4:00 PM PHT
Summary:
We are looking for a Global Technical Support to work within our Global Customer Success team managing the data quality, integrity and validity of client product data via our software across our client base. You will be carrying out a series of daily checks and responding to alerts and tickets to ensure the best possible quality of product data for our customers. You will ensure that their source data coming into the platform is done so in an optimal way. Continuous data quality monitoring, troubleshooting and diagnosing problems is a key part of the day-to-day in this role. You will provide first level platform support for our self-serve and agency customers as well as completing tickets assigned to you for our managed customers using our CRM system. On a day-to-day basis you will encourage customers to make full use of our platform to drive feature adoption and increased profitability. You will become a Client's platform data quality expert. You will also support our customer success teams in onboarding new customers onto the Clients platform. This will involve examining customers' product data and providing insights via the platform on how best to use this data to maximize visibility across key digital marketing platforms.
Responsibilities:
Identify, compare, and resolve data quality issues through proactive daily checks
Provide first level support for self-serve users and work through assigned tickets.
Resolving all requests in a timely & accurate manner
Provide technical support and advice
Support client onboarding & expansion
Evaluate large datasets for quality and accuracy Work closely with the wider
Customer Success team to develop issues identified into a data improvement plan
Determine root cause for product data quality errors with clients and make recommendations for long term solution (together with other members of the customer success team)
Maximize the value of the platform for our customers Be a product specialist
Qualifications:
1 year+ experience managing & growing relationships with customers in a technical environment, ideally digital marketing/ecommerce
Bachelor’s degree in any field
Work as part of a cross-functional team
Problem-solving mindset, logical and reasoning
Clear, concise accurate communication via all methods
Strong time management skills
Work carefully with accuracy & precision,
Quick learner with a technical aptitude
Methodical when completing/updating internal records, e.g. on CRM or ticket requests
Digital marketing/ecommerce experience (and even better with Data Feeds!)
Experience of working with Google merchant center/FB business manager/Marketplaces such as Ebay
Experience of working with product data optimisation for multi- channel client activity.
Experience of Hubspot, MS Teams/Office 365 stack/service desks