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Company Info
FiveStones Limited



Phone:
Web: www.the-five-stones.com





Technical Support Analyst


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Job Category:

Account Management and Servicing

Salary:

Negotiable
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Employment Type:

Full time

Posted:

05.07.2019
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Job Description:

  • To provide professional, courteous and prompt technical support for Ad tech products such as Google Marketing Platform (GMP), liaising with Account Manager to provide two-way communication on customer issues. This should include basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. The result should be high level of customer satisfaction
  • Provide basic ad operation service to customers, configuring campaign assets in an ad serving system, programmatic platform or search engine management platform, liaising with creative agencies, media agencies, publishers and advertisers to ensure smooth delivery of campaign, monitoring ad delivery and providing regular reports to clients
  • Act as a project coordinator in creative projects, liaising with clients, designers, programmers from creative briefing to live
  • Work with more senior personnel or engineering effectively on more complex technical issues, in order to provide regular updates and a timely resolution to the customer.
  • Actively track and manage client interactions by logging all customer contacts in Support System
  • Acquire and maintain knowledge relevant to the job including GMP product offerings, current policies and procedures and methods of service delivery, in order to provide technically accurate solutions to customers. Maintain a high level of product and industry knowledge / expertise to exceed client expectations
  • Consistently instruct internal and external customers on resources available for self-help e.g. Google Help Center
  • For employees who are new to GMP products, internal trainings will be provided.

Job Requirements:

  • Bachelor’s degree in Computer Science, Business Systems, or Information Systems Management, IT or industry certification is desirable
  • Basic programming understanding and experience.
  • Medium competency level in HTML, cookie technology and URL encoding and structures
  • Familiarity with Scripting and SQL query skills
  • Strong problem-solving skills
  • Excellent verbal and written communication skills
  • Experience in client services


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