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Support Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
India

Offer summary

Qualifications:

2-4 years in technical support role, Proficiency in Excel, SQL, Python, Experience with Google Tag Manager, Familiarity with adtech and martech, Ability to work US ET hours.

Key responsabilities:

  • Manage communication SLAs via Intercom
  • Set up and modify data structures
  • Collaborate for marketing tracking implementation
  • Assist with onsite pixels through GTM
  • Resolve client requests promptly
Rockerbox logo
Rockerbox SME https://www.rockerbox.com/
51 - 200 Employees
About Rockerbox
Rockerbox empowers DTC, eCommerce, and digital-first marketers from launch to scale, helping them easily see and evaluate channel effectiveness. We’ve built our platform for marketers to help them spend, analyze, scale, test, and market smarter. From Oura to Brooklinen to Tula and Tushy, all of these brands are able to continue to grow by knowing what marketing channels and tactics are driving the most sales and highest value customers. Rockerbox helps you to execute better in-channel optimizations and stop wasting money on channels that aren’t performing. We take the frustration out of constructing clean, actionable data, empowering you to accomplish your goals without the need for additional technical resources. No one methodology is perfect, that’s why Rockerbox uses multiple. We incorporate rule-based attribution, multi-touch attribution, halo analysis, geo lift, in-channel testing, incrementality, and media mix modeling to give you the most complete and accurate view of your customer journey. With 200+ integrations, we track everything– even things like podcast advertising, direct mail, and TV (linear and OTT), all using integrations specifically tailored to those platforms. We also offer view-through data on Pinterest and modeled view-through on Facebook for detail you won’t find anywhere else.
See more Rockerbox offers

Job description

Rockerbox is currently seeking a Support Specialist to enhance our client support capabilities. This role is pivotal in delivering exceptional technical assistance and ensuring a superior customer experience. We are looking for an individual with a solid technical background, adept at managing communication SLAs and resolving complex technical issues promptly.

Responsibilities:

  • Manage communication SLAs and respond to customer inquiries efficiently via Intercom.
  • Set up and modify data structures in Rockerbox to meet client requirements.
  • Collaborate with vendors for marketing tracking implementation and ensure timely delivery of marketing data.
  • Assist in creating onsite pixels via Google Tag Manager (GTM) and ensure accurate data collection.
  • Ensure the correct integration of Rockerbox's tracking parameters with clients' advertising assets.
  • Resolve client inbound requests promptly, providing best-in-class technical support.
  • Maintain a feedback loop with the product team to drive continuous improvements.
  • Improve issue resolution turnaround times for clients, impacting customer satisfaction and renewal rates.

Requirements:

  • 2-4 years of experience in a technical support or automation role.
  • Proficiency in Excel, SQL, or Python.
  • Experience with Google Tag Manager (GTM) and project management tools (e.g., Jira or Asana).
  • Strong verbal and written communication skills in English.
  • Strong problem-solving mindset and a desire for task automation.
  • Understanding or familiarity with adtech and martech.
  • Self-driven with initiative and a focus on delivering exceptional customer service.
  • Experience in advertising operations in digital media, publishing, or agency is a plus.
  • Ability to work during US ET business hours.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Google Tag ManagerAdvertising OperationsTechnical SupportAdWorksPython (Programming Language)SQL (Programming Language)Project Management Software

Other Skills

  • Problem Solving
  • Customer Service
  • Verbal Communication Skills
  • Microsoft Excel
Are you interested?

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