Client is looking for Product Support Specialist responsible for helping clients resolve issues and systematically communicate client needs to cross functional teams.
They will also be responsible for all improving the processes and ensuring performance metrics are defined, documented and tracked.
Roles & Responsibilities
Have in-depth knowledge of eCommerce business
Have experience in product support, training or providing client support
Have prior AdTech experience
Core Functions Include
Assists in resolution of client issues. Consolidate and resolves complex customer requests or complaints for the organization.
Discovers client needs, recommends and sells additional services based on client needs.
Formulates and presents solutions to address client needs.
Define, develop and review the Standard Operating Procedures (SOPs).
Understand and use various custom tools to support program operations.
Identify and monitor program performance KPIs
Communicate closely with cross-functional partners to address non-routine questions as they arise
Prepare reports detailing program status to date