Product Support Specialist

Job Description

Description:

Xandr is seeking a highly motivated, analytic and customerfocused individual to join our Product Support Team (Mumbai based). The Product Support Specialist delivers excellence with a strategic focus, ensuring that customers are delighted with the Xandr platform.

Internal relationships are core to this persons role as a link between the Commercial and Product and Engineering teams. The Product Support Specialist exhibits deep product expertise, highly responsive and empathetic professional communication, creative problem solving, and effective internal resources coordination.

This role would be fulfilling for someone who loves to put their excellent analytical skills to work and has a passion for solving complex problems for customers while delivering a highquality customer experience. This role could also be a perfect opportunity for someone to develop strong technical skills in a supportive environment while learning in one of the worlds largest ad tech companies

About the team:

The Services team is dedicated to earning customer loyalty while building a world-class company together. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the Xandr platform, obsesses about making them successful, and strategizes to surpass their goals. Real-time advertising can fundamentally transform our clients businesses, and we bring it to life for them. The APAC Product Support team currently stretches across Sydney, Singapore and Tokyo to service clients across the APAC region.

About the job:

• Deliver post-implementation product support to Xandr customers.
• Manage customer support cases daily, including verifying cases, analysing data, isolating and diagnosing the problem, and communicating the resolution to the client.
• Coordinate with Product Management and Engineering teams to identify, report, and resolve product issues or opportunities for improvement.
• Author, edit, publish and maintain an online knowledge base of known issues/solutions to share with colleagues locally and overseas.
• Record, enrich and deliver product feedback through a standardized process.
• Assist when needed and share product knowledge with Client Services team members.
• Develop relationships with clients to become a trusted advisor.

Required An Information technology related degree; at least 2 years of customer service experience in a tech firm. Linux administration experience and skills in Internet technologies, e.g., HTML/JS, HTTP, REST APIs, etc. Proficiency in at least one programming language e.g. python/java or go. Ability to design and execute SQL queries for data analysis Analytical Thinking, and Data Analysis skills for effective investigation Fluency in English

Preferred Troubleshooting, analytical, and problem-solving abilities Knowledge about digital advertising industry and advertising technology solutions Experience in remote and cross-functional collaboration Demonstrable passion for learning new technologies Versatile, with excellent organizational skills; process-oriented, yet entrepreneurial The ability to work autonomously as well as being an excellent team player and an ability to collaborate cross-functionally

More about you:

- You are passionate about and thrive in a culture of learning and teaching. You love challenging yourself to continually improve, and sharing your knowledge to empower others

- You are the type of person who takes risks when looking for novel and creative solutions to complex problems. If faced with roadblocks, you continue to reach higher because you want to make greatness happen

- You care about solving significant, systemic issues. You look beyond the surface to understand the root causes so that you can build complete and long-term solutions for the whole ecosystem

- You believe in not only serving customers but also empowering them by providing the knowledge and tools to make better businesses and solutions for themselves

- You want to be part of an international and diverse organization with a transparent and agile environment where you can communicate freely and openly

Keyskills :
creative problem solvingsql queriestechnical supportqualitycustomer relationsdata analysiscustomer loyaltyagile environmenttechnical skillssladata qualityproduct supportclient servicesad techknowledge basecustomer servicecustomer support