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Product Support Analyst

San Francisco, CA
Role: Product Support Analyst
Location: San Francisco, CA
Duration: 11+ Months
Interview Mode: Telephonic/Skype 

Job Summary:

Client is looking for a Product Support Analyst to support the Ad platform for users to create, setup and manage their ads.  Assist/troubleshoot issues related to the ads,  ad spend, tagging and/or creative uploads.   

Responsibilities:
1.       Provide Level 2 technical advertising support for high spending clients
2.       Identify trends and root cause analysis for issues escalated into level 2
3.       Respond to requests escalated from level 1 in a timely manner
4.       Document and record resolution steps in a consistent and organized manner
5.       Provide guidance and consultative technical expertise to Level 1 support
6.       Monitor, prioritize and respond to all user requests that come into the ticket tracking system and make sure all requests are handled correctly

Qualifications and Skills:
·          Experience in technical helpdesk operations/product support
·          Excellent English communication skills (Verbal and Written) 
·          Experience in leading process improvement initiatives
·          Experience in managing offshore team
·          Knowledge/Process documentation. Strong attention to detail
·          Excellent technical troubleshooting for ads and critical thinking skills
·          Ability to work independently and as part of a team. Being collaborative is crucial for this team
·          Demonstrate strong analytical skills and creative problem-solving approach
·          Demonstrate the ability to be proactive and to find solutions outside of the box
·          Experience in supporting Ad campaign management platform (preferred)

Education requirement:
Bachelors in English or Journalism.  Creative Writing skill is preferred.



Regards,

Rahul Yadav
(408) 560-3956
rahul@reqroute.com

 
Regards,

Rahul Yadav
(408) 560-3956
rahul@reqroute.com
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
 
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)

 
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