Offer summary

Qualifications:

Bachelor's degree required., At least 2 years of technical and customer support experience., Proficiency with digital support tools like Intercom, CRM systems, and project management software., Strong communication and organizational skills..

Key responsibilities:

Respond to customer inquiries and technical issues.

Diagnose and resolve user problems and document interactions.

Support platform updates and assist with new feature rollouts.

Collaborate with team members and escalate complex issues as needed.

Job description

Position Overview
The Support Specialist provides expert technical assistance and support to customers and suppliers. This role is responsible for troubleshooting and guiding users on the use of AdQuick and ensuring prompt and effective resolution of technical problems. The ideal candidate combines strong technical knowledge with excellent communication and problem-solving skills, supporting seamless operations within the organization.

Key Responsibilities

Respond to inquiries and chat messages from customers regarding technical issues.
Diagnose and resolve problems for end users.
Maintain the company ticketing system (Intercom).
Provide step-by-step guidance to users for troubleshooting and resolving issues.
Document technical issues, solutions, and customer interactions using help desk systems.
Monitor and report on platform performance, escalating complex issues as needed.
Create material for technical training and support for platform usage and platform updates.
Assist with the rollout of new updates, ensuring compatibility and user adoption.
Collaborate cross-functionally with team members and escalate unresolved problems to higher-level technical staff when necessary.
Provide recommendations for improving systems and processes.
Maintain up-to-date knowledge of industry trends and new technologies.

Background:

2+ years of B2B/B2C technical and customer support
Experience in out-of-home, media, advertising, or marketing is a plus
Experience/previous role using a tech platform
High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk/Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
Strong interpersonal and organizational skills
A bachelor's degree

Required profile