Product Support Specialist
About The Position
Our Product Support Specialists are a cornerstone in our company! As a Product Support Specialist, you will interact with team members across several divisions in the company, as well as our customers. The Product Support team touches several areas of the business in a fast paced environment. In this role, you will assist customers using the products that our company offers and act as an expert on our technology. This role’s primary responsibilities include working to ensure the software functions as intended and addressing user issues. Your duties as a Product Support Specialist may include creating instruction manuals, offering technical support, alerting other users who may be impacted and providing updates, answering questions about advertising products, and identifying the cause of bugs or problems. Clear, concise, and friendly communication is crucial. In addition to supporting our software and products, you will be responsible for supporting email marketing campaigns. This includes overseeing all aspects of the campaigns and ensuring that campaigns are aligned with the company's overall strategy and goals. This role will also work closely with our Engineering, Quality Assurance, Product, Sales, and Operations teams to help identify and resolve technical issues that might arise during software development.
Requirements
- Customer service experience
- Excellent verbal and written communication skills
- Great attitude and collaborative spirit
- Ability to multi-task and perform in a fast-paced environment
- Strong analytical skills
- Proficiency in troubleshooting software systems and applications
- Ability to prioritize and manage several milestones and projects efficiently
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Excellent problem-solving skills
- The ability to communicate technical information in an accessible manner to non-technical employees
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Currently legally authorized to work in the United States on a full-time basis.
Nice To Haves
- Bachelor’s degree in computer science or related advertising field is preferred
- Experience in Advertising
- Familiarity with HubSpot
- Experience with GSuite and Gmail
- Familiarity with SQL, Mongo DB or Postgres
- 1-3 years of technical support experience or related experience
Responsibilities
- Develop extensive knowledge of AdCellerant products
- Work directly with internal employees and customers to understand, analyze, and troubleshoot technical problems and provide solutions in a timely manner
- Apply knowledge of computer software, hardware, and procedures to solve problems
- Act as point person to receive, solve, and escalate all technical issues
- Work closely with third party providers to help troubleshoot and assist with any questions related to AdCellerant products
- Chat and Email Support
- Document procedures for future reference internally
- Maintain external documentation in our Help Center
- Identify opportunities for improvement in training or additional training for our Training Department to implement
- Escalate bug reports for validation and actively participate in product-fixes
- Support email marketing campaigns (oversee all aspects of the campaigns from HTML5 creatives to creating UTM links for Google Analytics tracking)
- Support other departments in software development and implementation efforts
Benefits
- Paid vacation, holidays, and sick days
- Health/dental/vision benefits
- 401k retirement plan and company match contribution
- Generous paid parental leave
- Wellness Program
- Work from home flexibility
- Denver, CO headquarters available for hybrid work with in office perks
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
