Customer Support Analyst

We, Operative, are a world leading revenue accelerant for media companies around the globe.
No other software company in AdTech space, brings a comparable depth of experience to create truly innovative software that performs across all platforms, revenue models and business units. We provide software-based solutions which help clients manage advertisements both in the linear (TV) and digital space. We have been in the market for over two decades and have 1100+ employees with 12 offices spread across the globe.

Operative is proud to play a pivotal role in the way advertising is bought, sold and managed across media industry. 

JOB SUMMARY

We are looking for a Customer Support Analyst, responsible for delivering business-to-business application support. This role champions customer priorities, drives incidents to closure, and enhances the customer support experience. The ideal candidate will combine strong technical and functional problem-solving skills with a keen business sense to deliver top notch customer-focused support.

MAIN DUTIES AND RESPONSIBILITIES

• • Receive, analyze, troubleshoot, replicate, and resolve complex customer issues, post-implementation, with a goal to aide in customer success, retention, and adoption of Operative product lines

• • 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 internal teams (Product Management, Solutions, TechOps, Customer Success, and Engineering) 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

• • Assist Senior Analysts and Leads

• • Contribute to the support knowledgebase

• Assist with a variety of operational projects such as monitoring customer production environments

What you have:

• • 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

• • A ‘can do’ attitude with strong follow-through habits

• • 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
• • Strong Microsoft Excel knowledge

Preferred:
Familiarity with Software Development Life Cycle (SDLC) concepts

EDUCATION, CERTIFICATION, AND EXPERIENCE
Required:

• • Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields, or equivalent experience

• • Proficiency with SQL and an understanding of relational database systems

• • Proficiency with CRM tools (Salesforce, Jira, etc.)

• • 2+ years of application or technical support experience (Level 1 or 2)

• • Excellent communication, organizational, and problem-solving skills

• Ability to work flexible hours and a willingness to work on-call when required

Preferred:

• Experience with On-Premise/Custom built applications
• Familiarity with IT frameworks (ITIL or Six Sigma)

We offer:
International exposure (you see why we require fluency in English), great team vibes, career development, completely free access to technical courses and certifications from UDEMY.
Extra Benefits: Private Health Insurance, Gym membership, incentives, gifts and unique Operative awards.
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