Digital Support Specialist - Programmatic
Adswerve’s Digital Support Specialists must have proven expertise to provide advanced support to clients that are using products supported by Adswerve Partner Technologies and other Adswerve services. Digital Support Specialists must have a proactive mindset to stay current with product features and to proactively promote/speak to advanced features to clients when appropriate. Digital Support Specialists also serve as points of escalation internally and work closely with Managers to provide coaching and mentoring to Digital Support Analysts to further their platform expertise.
RESPONSIBILITIES
Serve as an expert on Google Display and Video 360 (DV360) and preferably Google Campaign Manager (CM), and stay current with product knowledge and system issues.
Prioritize requests from Adswerve clients and provide timely solutions while considering the objectives of the client while meeting or exceeding utilization goals.
Consult with Platform Technical Lead and assist with escalated issues as required
Deliver at minimum 2 knowledge shares per quarter with the team or broader organization.
Participate in authoring documentation for prepared responses, Knowledgebase articles, and other training materials.
Assist with onboarding new employees by sharing product and industry knowledge as a Buddy/Mentor.
Contribute to improving internal team processes and developing resources
Utilize expertise to collaborate on internal and cross-department projects
Contribute to team success by adhering to department policies and workflows
POSITION REQUIREMENTS
1+ years of experience with Display and Video 360
Ability to build and maintain strong client relationships.
Skillful in expressing empathy with clients to understand their issues or questions.
Strong analytical and problem-solving skills.
Mature decision-making capabilities.
A motivated self-starter with a positive attitude and enthusiasm for our mission.
Excellent personal and professional references.
PREFERRED QUALIFICATIONS
2-3 years of working in customer support or other client-facing capacities.
Strong understanding of or experience working with 3rd party ad serving tools and DSP’s
Minimum bachelor's degree or equivalent experience
Digital marketing/agency experience or ad tech experience preferred.
Experience working within a ticketing system ie. Service Cloud, Zendesk, Remedy, Desk.com
Experience with content curation.
As a leading Google Marketing and Cloud partner, Adswerve is a team of media and analytics veterans who believe smart marketing is built on data discovery. Formerly two separate entities, Adswerve acquired Analytics Pros in August of 2018 and is now able to provide unparalleled expertise across the entire Google Marketing and Cloud Platforms. With offices in Denver, Seattle and New York, Adswerve helps thousands of digital marketers, data analysts and agencies make stronger connections with their customers through successful data-driven strategies.
We have a vibrant, team-oriented company culture where employees are respected for their experience, contributions and collaboration. Adswerve is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills and unique perspectives. Our top-tier partnership with Google provides accelerated growth opportunities and a positive, rewarding environment for employees. We offer a fun workplace and promote a healthy work-life balance. Full-time employees are eligible for excellent benefits including medical, dental and vision insurance with no premiums for employees, along with paid time off, paid sick leave, paid parental leave, flexible work arrangements and 401(k) plan.