Global Technical Support

Position Title: Global Technical Support

Salary: 30,000 - 50,000 PHP monthly

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Staff

Date: April 2024

Schedule: 6:00 AM - 3:00 PM PHT

Background:

We are looking for a Global Technical Support to work within our Global Customer Success team managing the data quality, integrity and validity of client product data via our software across our client base. You will be carrying out a series of daily checks and responding to alerts and tickets to ensure the best possible quality of product data for our customers. You will ensure that their source data coming into the platform is done so in an optimal way. Continuous data quality monitoring, troubleshooting and diagnosing problems is a key part of the day-to-day in this role. You will provide first level platform support for our self-serve and agency customers as well as completing tickets assigned to you for our managed customers using our CRM system. On a day-to-day basis you will encourage customers to make full use of our platform to drive feature adoption and increased profitability. You will become a Client's platform data quality expert. You will also support our customer success teams in onboarding new customers onto the Clients platform. This will involve examining customers' product data and providing insights via the platform on how best to use this data to maximize visibility across key digital marketing platforms.

Responsibilities:

• Identify, compare, and resolve data quality issues through proactive daily checks

• Provide first level support for self-serve users and work through assigned tickets.

• Resolving all requests in a timely & accurate manner

• Provide technical support and advice

• Support client onboarding & expansion

• Evaluate large datasets for quality and accuracy Work closely with the wider

• Customer Success team to develop issues identified into a data improvement plan

• Determine root cause for product data quality errors with clients and make recommendations for long term solution (together with other members of the customer success team)

• Maximize the value of the platform for our customers Be a product specialist

Qualifications:

• 1 year+ experience managing & growing relationships with customers in a technical environment, ideally digital marketing/ecommerce

• Work as part of a cross-functional team

• Problem-solving mindset, logical and reasoning

• Clear, concise accurate communication via all methods

• Strong time management skills

• Work carefully with accuracy & precision,

• Quick learner with a technical aptitude

• Methodical when completing/updating internal records, e.g. on CRM or ticket requests

• Digital marketing/ecommerce experience (and even better with Data Feeds!)

• Experience of working with Google merchant center/FB business manager/Marketplaces such as Ebay

• Experience of working with product data optimisation for multi- channel client activity.

• Experience of Hubspot, MS Teams/Office 365 stack/service desks