Junior customer support Analyst - AOS
WFA Digital Insight
As the demand for skilled customer support analysts in the SaaS sector continues to rise, with a growth rate of 25% in the last year, professionals with a strong background in technical problem-solving and excellent communication skills are in high demand. Operative, a leading revenue accelerant for media companies, is seeking a Junior Customer Support Analyst to join their global support team. With over two decades of experience and 1100+ employees worldwide, Operative offers a unique opportunity for career growth and professional development in the AdTech space. Before applying, candidates should be aware that this role requires strong Microsoft Excel knowledge and the ability to handle challenging customer situations with diplomacy.
Job Description
About the Role
The Junior Customer Support Analyst role at Operative is a critical part of the company's global support team, responsible for delivering top-notch business-to-business application support to clients. As a Junior Customer Support Analyst, you will be the primary point of contact for customers, championing their priorities, driving incidents to closure, and enhancing the customer support experience. You will work closely with internal teams, including Product Management, Solutions, TechOps, Customer Success, and Engineering, to address customer needs and requests.The ideal candidate will have a strong technical and functional problem-solving skill set, combined with a keen business sense and excellent communication skills. You will be responsible for analyzing customer incidents, replicating possible defects in a simulated environment, and providing rapid response and resolution to complex customer issues within the SLA requirements.
Operative is committed to delivering innovative software solutions that perform across all platforms, revenue models, and business units. As a Junior Customer Support Analyst, you will play a pivotal role in ensuring that customers receive the best possible support, leading to increased customer satisfaction, retention, and adoption of Operative's product lines.
What You Will Do
- Receive, analyze, troubleshoot, replicate, and resolve complex customer issues post-implementation
- Build knowledge of the software, troubleshooting tools, and processes
- Provide rapid response and resolution to complex customer incidents within the SLA requirements
- Coordinate with Operative's internal teams to address customer needs and requests
- Demonstrate initiative, agility, and follow-through in areas of responsibility
- Be personable, professional, and responsive, while capably representing Operative to customers
- Contribute to the support knowledge base
- Assist with operational projects, such as monitoring customer production environments
- Develop a deep understanding of the company's products and services
- Stay up-to-date with industry trends and emerging technologies
What We Are Looking For
- Bachelor's degree or similar in a technical field
- Strong Microsoft Excel knowledge
- Excellent written and verbal communication skills (English proficiency)
- Ability to gather issue details, identify problems, mediate issues, develop solutions, and implement a course of action
- Deadline 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 pressure
- Ability to analyze customer incidents and recreate possible defects in a simulated environment
- Exceptional interpersonal and customer service skills
- Willingness to take on whatever tasks are needed to complete the job
- Experience working with Internet products (SaaS) and technologies
Nice to Have
- Experience within the Customer Support Domain
- Working SQL knowledge
- Knowledge of software development life cycle
- Previous experience working with Digital Advertising, Online Publishing, or Interactive Media companies
- 1+ year(s) experience supporting software with external customers
Benefits and Perks
- Competitive salary
- Opportunity to work with a leading revenue accelerant for media companies
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to cutting-edge technologies and tools
- Recognition and reward for outstanding performance
- Comprehensive benefits package, including health insurance and retirement plan
- Paid time off and holidays
- Remote stipend and home office setup support
How to Stand Out
- Develop strong problem-solving skills, with the ability to analyze complex customer issues and provide effective solutions.
- Improve your Microsoft Excel skills, including data analysis and visualization.
- Practice effective communication and interpersonal skills, with the ability to work with diverse customers and internal teams.
- Stay up-to-date with industry trends and emerging technologies in the AdTech space.
- Prepare examples of your experience working with SaaS products and technologies, and be ready to discuss your experience in customer support.
- Research Operative's products and services, and be prepared to ask informed questions during the interview process.
- Be prepared to provide examples of your ability to work in a fast-paced environment and handle multiple projects simultaneously.
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