Rockerbox is currently seeking a Support Specialist to enhance our client support capabilities. This role is pivotal in delivering exceptional technical assistance and ensuring a superior customer experience. We are looking for an individual with a solid technical background, adept at managing communication SLAs and resolving complex technical issues promptly.
Responsibilities:
- Manage communication SLAs and respond to customer inquiries efficiently via Intercom.
- Set up and modify data structures in Rockerbox to meet client requirements.
- Collaborate with vendors for marketing tracking implementation and ensure timely delivery of marketing data.
- Assist in creating onsite pixels via Google Tag Manager (GTM) and ensure accurate data collection.
- Ensure the correct integration of Rockerbox's tracking parameters with clients advertising assets.
- Resolve client inbound requests promptly, providing best-in-class technical support.
- Maintain a feedback loop with the product team to drive continuous improvements.
- Improve issue resolution turnaround times for clients, impacting customer satisfaction and renewal rates.
Requirements:
- 2-4 years of experience in a technical support or automation role.
- Proficiency in Excel, SQL, or Python.
- Experience with Google Tag Manager (GTM) and project management tools (e.g., Jira or Asana).
- Strong verbal and written communication skills in English.
- Strong problem-solving mindset and a desire for task automation.
- Understanding or familiarity with adtech and martech.
- Self-driven with initiative and a focus on delivering exceptional customer service.
- Experience in advertising operations in digital media, publishing, or agency is a plus.
- Ability to work during US ET business hours.
