#165658

Product Support Analyst

Location:
Remote (must be UK based)
Salary:
up to £65k per annum plus bonuses
Posted By:
Shana Hector
Date:
11/03/2021
Duration:
12 months (can be extended to 22 months)

Job Description:

12 months FTC

65k plus bonuses and other perks

33 days paid holiday

Preferred experience-Agency supporting Ad products integration and configuration

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  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.

 

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

 

We want to make a world of difference, so it matters to us that we hire differently. Aquent is dedicated to improving inclusivity and is proudly an equal opportunities employer.

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.

 

We want to make a world of difference, so it matters to us that we hire differently. Aquent is dedicated to improving inclusivity and is proudly an equal opportunities employer.