Product Support Specialist Appnexus
New York, NY

Job Description

Product Support SpecialistThe Product Support Specialist maintains a dedicated focus on ensuring that customers are incredibly satisfied with AppNexus platform. They are the link between the Commercial and the Product and Engineering teams. The Product Specialist exhibits a deep product expertise, highly responsive, empathic,professionaland helpfulcommunication, creative problem solving, effective coordination of internal resources, and superb prioritization skills. This role is perfect for someone who has a passion fordelivering ahigh-qualitycustomer experiences while supporting business outcomes.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 AppNexus platform, obsesses about making them massively successful, and strategizes to help them surpass their goals. Real-time advertising can fundamentally transform our clients' businesses, and we bring it to life for them.About the job:Provide post-implementation product support to AppNexus customersProvide monitoring services for DSP clients, and proactive consultation on best practicesAnalyze campaign setup and performance and offer recommendations for improvementsRecord, enrich and deliverproductfeedback through standardized processManage customer support cases, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible; this may include periodic after-hours and weekend emergency on-call supportCoordinate with Product and Engineering teams in identifying, reporting and resolving product issuesAuthor, edit, publish and maintain an online knowledge base of known questions/issues/solutions/strategiesShare knowledge with Console Support team membersAbout your skills and experience:5 years of customer focused work experienceLeadership experience and/or a strong leadership interest andpotentialPassionate about working in a fast-paced and fluid environmentOutstanding written and verbal communication skillsAbility to be an advocate for Clients internally and for our Brand and Products externallyPassionate about Customer ExperienceAbility to work autonomously and as a member of a collaborative teamStrong desire to build and iterate on operational processesAbility to partner with internal stakeholders to drive alignmentMore about you:You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower othersYou like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happenYou care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystemYou believe in not only serving customers, but also empowering them by providing knowledge and toolsAppNexus is proud to offer equal opportunity in all aspects of employment. We strive to foster a diverse, inclusive and engaging work environment. We welcome applications from all candidates and look forward to receiving yours! Our inclusivity in action:Partnering with Path Forward to offerreturnshipsto help caregiversreenter the workforceSharing feedback openly through roundtable discussions on how to make progress on ourDiversity & Inclusion goalsGalvanizing diversity and inclusionthrough our affinity groups (includingOutNexus, AppNexus Women's Network, AppNexus Latino Alliance andBlackNexusto name just a few!)Partnering withFairygodbossto support our commitment to women's advancement in techProviding reasonable accommodations for persons with disabilities, both for interviewees and for employees. Should you require an accommodation, please let us know at your earliest convenience so that we maymake arrangements