Junior customer support Analyst - AOS
Overview
media
companies
as
clients,
$40+
billion
in
revenue
processed,
25,000+
worldwide
usersOperative
is
a
revenue
accelerant
for
media
companies
around
the
world.
No
other
software
company
in
AdTech
space,
brings
a
comparable
depth
of
experience
to
create
truly
innovative
software
that
performs
across
all
platforms,
revenue
models
and
business
units.
We
are
a
SAAS
(Software
as
a
Service)
platform
which
helps
clients
manage
advertisements
both
in
the
linear
(TV)
and
digital
space.
We
have
been
in
the
market
for
over
two
decades
and
have
1100+
employees
with
12
offices
spread
across
the
globe.
Operative
is
proud
to
play
a
pivotal
role
in
the
way
advertising
is
bought,
sold
and
managed
across
media
industry.JOB
SUMMARY
Operative
is
looking
for
an
enthusiastic,
driven
team
player
to
add
to
their
global
support
team
responsible
for
delivering
business-to-business
application
support.
This
role
champions
customer
priorities,
drives
incidents
to
closure,
and
enhances
the
customer
support
experience.
You
will
combine
strong
technical
and
functional
problem-solving
skills
with
a
keen
business
sense
to
deliver
top
notch
customer-focused
support.MAIN
DUTIES
AND
Requirements
Receive,
analyse,
troubleshoot,
replicate,
and
resolve
complex
customer
issues,
post-implementation,
with
a
goal
to
aide
in
customer
success,
retention,
and
adoption
of
Operative
product
linesBuild
knowledge
of
the
software,
troubleshooting
tools
and
processesProvide
rapid
response
and
resolution
to
complex
customer
incidents
within
the
SLA
Coordinate
with
Operative
internal
teams
(Product
Management,
Solutions,
TechOps,
Customer
Success,
and
Engineering)
to
address
customer
needs
and
requestsDemonstrate
initiative,
agility
and
follow
through
in
areas
of
responsibilityBe
personable,
professional,
and
responsive,
while
capably
representing
Operative
to
customersContribute
to
the
support
knowledgebaseAssist
with
a
variety
of
operational
projects
such
as
monitoring
customer
production
environmentsCOMPETENCIESRequired:Excellent
written
and
verbal
communication
skills
(English
Proficiency)Ability
to
gather
issue
details,
identify
problems,
mediate
issues,
develop
solutions,
and
implement
a
course
of
actionA
‘can
do’
attitude
with
strong
follow-through
habitsDeadline
and
detail-oriented,
with
the
ability
to
juggle
multiple
customers
and
projects
simultaneously.Ability
to
handle
challenging
customer
situations
with
diplomacy
and
be
cool
under
pressureAbility
to
analyze
customer
incidents
and
recreate
possible
defects
in
a
simulated
environmentExceptional
interpersonal
and
customer
service
skillsWillingness
to
take
on
whatever
tasks
are
needed
to
complete
the
jobStrong
Microsoft
Excel
knowledgePreferred:
Experience
within
the
Customer
Support
DomainWorking
SQL
knowledgeKnowledge
of
software
development
life
cycleEDUCATION,
CERTIFICATION,
AND
EXPERIENCERequired:Bachelor’s
degree
(or
similar)
requiredTechnical
focus