Support Analyst

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Job description

Company backgroundWe arethe leading intelligence platform for performance marketing and user acquisition teams at high growth consumer mobile app businesses. The platform powers marketing teams to manage their user acquisition budgets and optimisation decisions by automating their perfect dashboards, reports & insights.

This not only saves them time but unlocks opportunities and improves their marketing performance. Thats why we arethe first tool our customers log-in to each morning, and acts as an integral part of their day-to-day workflow resulting in super high customer retention rates.Weve been able to build this incredible product thanks to a leadership team of ex-user acquisition executives that are able to really empathise with our target customers and our tight knit team of passionate individuals all striving towards the same mission.

Were now actively looking to expand our go-to-market efforts and bring our amazing product to a wider audience.

Were looking for a Support Analyst with proven experience in providing support to B2B SaaS customers.Reporting to the Head of Customer Success, you will be the first line of support for customers via LiveChat and Email. In addition to providing application support, you will be responsible for capturing customers implementation needs in concise and accurate ways, dispatching the requests to the relevant teams, and keeping customers updated throughout the lifecycle of these requests.

You will also manage customer communication when its required to send them important information about their accounts.

Here, customer satisfaction is our number one priority. We believe the support experience is a critical part of the overall customer experience. As such, were looking for individuals who have a real passion for tech and ad tech so that our customers can benefit from consistent expertise across all theirtouchpoints with us.

A product built by ad tech experts, serviced by ad tech experts, and supported by ad tech experts! Join us in our mission to make user acquisition effortless.Dont hesitate to apply;
well be happy to consider your application.

Your Responsibilities

Become a productand performance marketing data expert
Respond to incoming support requests as fast and accurately as possible
Qualify and troubleshoot application problems (i.e., user cant login,)
Qualify and troubleshoot data problems (i.

e., quality issues in the data we ingest and aggregate for our customers)
Provide recommendations and share relevant support articles to help customers
Allocate service requests and bug reports to the appropriate teams promptly
Reach response time and satisfaction goals
Liaise with 3rd parties to resolve issues when necessary
Resolve smaller issues directly when possible
What youll need to succeed

2+ years of experience working as a B2B SaaS support specialist
Experience working in ad tech or digital marketing (+ passion!

)
Experience with Zendesk, Intercom, or similar software
Ability to simplify complex technical topics in plain English
Outstanding written and verbal communication skills
Excellent problem-solving and debugging skills
Excellent time management and collaboration skills
Experience using Jira and Confluence
Ability to manipulate CSV and Excel files
What might help you succeed faster
2+ years of experience working in the field of mobile advertising or digital marketing
Experience working with data products such as ETL pipelines
Understanding of one language such as Python, Javascript, PHP, SQL
Experience with REST APIs
Salary ranging from 32k - 38k depending on experience.