Support Specialist

Rockerbox


Date: 3 weeks ago
City: Remote, Remote
Contract type: Contractor
Remote
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.

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