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.
India
