Job Description

As a Publisher Support Specialist you will be responsible for supporting Sovrn's publishers, publisher advocate team, and demand management teams. This role requires daily communication with publishers to ensure their needs are met from campaign performance, troubleshooting ad issues, and strategic growth. This position works closely with the Ad Operations Team as well as the Publisher Advocates, and requires strong written and verbal communications skills.

Responsibilities

•  Primarily responsible for internal support of publisher services team and external support of Sovrn’s publishers
• Support publishers through on-boarding process while coaching the value of Sovrn's industry leading publisher platform: Meridian
• Responsible for handling internal support cases to assist the publisher advocate team
• Coordinate with Ad Operations, Product Management and Engineering teams to identify, report, and resolve product issues
• Manage external support cases such as; responding to publisher inquiries and technical support questions
• Provide world class customer support to Sovrn’s extensive publisher base
• Assist in troubleshooting and resolution of ad delivery issues encountered by publishers
• Monitor publisher site submittals for daily approval
• Contribute to ad trafficking responsibilities as needed
• Debug Sovrn JavaScript advertising tags ensuring delivery of creative as dictated by targeting rules
• Monitor live campaign performance to manage discrepancy issues
• Contribute to rotating schedule of weekend operational support

 Requirements

• Experience using client side (browser) debug tools such as firebug or developer tools
• Bachelor’s Degree
• Ability to quickly establish trust and rapport with key stakeholders
• Flexibility in approach and willingness to adapt when necessary
• Ability to prioritize and strategically work through tasks with appropriate and dedicated urgency
• Organized with ability to work on multiple projects effectively
• Ability to work in a fast paced, dynamic environment
• Ability to read, organize, and analyze data sets and provide recommendations to provide the best solution for our publishers

Nice to have

• Experience with DFP extremely helpful
• Experience in a customer service or customer support environment

Technical skills

• High proficiency in Microsoft Excel (Vlookups, Formulas, pivot tables, etc)
• Any SQL exposure a plus
• Understand and navigate reporting tools such as Tableau and Grafana
• Basic foundation in html, CSS, JavaScript is a plus
• Internet savvy and strong proficiency in office productivity tools (Gmail, Google Apps, Salesforce CRM)

Position Reports to: Ad Operations Manager