Summary

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

Preferred Qualifications

Minimum Qualifications

• Bachelor's or Master's degree (Business or Technical field preferred)
• 2 years of experience in program operations and technical support roles
• Understanding of operational processes and requirements in CMS domain
• Strong analytical skills: MS Excel® skills & pivot tables; Excel Macros, SQL skills preferred
• Experience performing quantitative and qualitative research and communicating results to leadership
• Excellent personal task management skills and ability to handle multiple assignments
• Strong written(including email) and verbal communication skills
• Prior eCommerce and/or adtech is preferred.
• Prior experience with working with technology platforms like Kenhsoo, Teika metrics etc. is preferred.
• Experience with project scoping, planning, requirements gathering, business process mapping and end-to-end process experience is a plus