Essential Duties and Responsibilities Be the POC for clients once an issue is created driving quick resolutions working with Customer Excellence Engineering and R&D.
Strong technical presence when resolving customer requests such as ad hoc reporting or tag building Serve as tier one support for advertiser and publisher customers by knowing how to recognize and debug most common known issues utilizing web dev tools, knowledge of HTML, JS, etc.
Keep up to date with feature requests and bug fixes Funnel bugs and feature requests to product as well as consult product on potential fixes Have a holistic view on all IAS products and processes, including products not currently supported by the team Being autonomous on problem solving identifying the root cause of the issue by isolating the problem, being curious and able to self teach new skills Actively participate in cross-departmental improvement initiatives to continue to transform IAS partner customer support to be best in class including PI planning, Pre / Post Mortems, etc.
Provide incident management support to customer facing issues, utilizing IASs incident management process. Work in both Salesforce and JIRA to track customer requests and investigations.
ideally in a customer success, solutions enablement, ad ops, or technical services capacity Excellent written, verbal and listening communication skills History of collaborating effectively within cross-functional teams a plus Experience working with advertisers, agencies, networks and / or publishers Systems Knowledge / Experience Experience with Salesforce platform a plus Experience with MS Excel and PowerPoint Experience with ad servers, rich media ads, and trafficking Experience with databases a plus