Product Support Specialist - Denver, United States - AdCellerant

Description

Company Overview

AdCellerant is a tech-enabled services company bringing Madison Avenue-level digital marketing solutions to Main Street business since 2013. We help local marketers, media companies, agencies, and channel sales organizations to leverage our proprietary technology platform, Ui.Marketing paired with our award-winning customer service.

Summary of Role:

Our Product Support Specialists are a cornerstone in our company As a Product Support Specialist, you will interact with team members across several divisions in the company, as well as our customers. The Product Support team touches several areas of the business in a fast paced environment.

In this role, you will assist customers using the products that our company offers and act as an expert on our technology. Your primary responsibilities will include managing support tickets, spearheading email campaigns, and generating creative content to engage our audience.

Typical duties as a Product Support Specialist may include creating instruction manuals, offering technical support, alerting other users who may be impacted and providing updates, answering questions about advertising products, and identifying the cause of bugs or problems. Clear, concise, and friendly communication is crucial.

In addition to supporting our software and products, you will be responsible for supporting some of our key services, including executing email marketing campaigns, and assisting with our creative services. This includes overseeing all aspects of email campaign orders and ensuring that campaigns are aligned with the company's overall strategy and goals. In the creative services realm, you'll be responsible for crafting captivating static images, GIFs, and social ads tailored to specific project requirements. While no Photoshop skills are necessary, a keen eye for design and the ability to think outside the box are essential.

Collaboration is at the heart of this role You'll work closely with our Engineering, Quality Assurance, Product, Sales, and Operations teams to help identify and resolve technical issues that might arise during software development.

Responsibilities:

• Develop extensive knowledge of AdCellerant products
• Work directly with internal employees and customers to understand, analyze, and troubleshoot technical problems and provide solutions in a timely manner
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Act as point person to receive, solve, and escalate all technical issues
• Work closely with third party providers to help troubleshoot and assist with any questions related to AdCellerant products
• Chat and Email Support
• Document procedures for future reference internally
• Maintain external documentation in our Help Center
• Identify opportunities for improvement in training or additional training for our Training Department to implement
• Escalate bug reports for validation and actively participate in product-fixes
• Support email marketing campaigns (oversee all aspects of the campaigns from HTML5 creatives to creating UTM links for Google Analytics tracking)
• Support other departments in software development and implementation efforts

Location Information:

This role is preferred to be located near our Denver, CO office, with hybrid work from home flexibility.

Team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.

Compensation:

Annual salary $55,000

Benefits:

AdCellerant offers full-time employees:

• Paid vacation, holidays, and sick days
• Health/dental/vision benefits
• 401k retirement plan and company match contribution
• Generous paid parental leave
• Wellness Program
• Work from home flexibility
• Denver, CO headquarters available for hybrid work with in office perks

Life at AdCellerant:

Our top priority is our team above everything else. We set out to build a great workplace, followed by a great company. We know that if our team is motivated, all the company's business objectives can be achieved. Our goal of team first since our founding has led to being recognized in a few ways we are proud of:

• Denver Business Journal "Best Workplace"
• Built In Colorado's Best Workplaces 2018, 2019, 2020, 2022, 2023
• Inc. 5000 Award for Fastest Growing Companies in the U.S, 5 years running:

Those who join our team join the ranks of an engaged, lively, industry-leading team We are united in our mission to make Madison Avenue-level digital advertising solutions available to Main Street marketers, and you'll find our main Pillars woven throughout everything we do.

AdCellerant's Pillars:

• Driving results for partners & local businesses
• Technology innovations to stay ahead of the curve
• Our team members' success & well being
• Exceptional customer service for every single partner
• Conducting our business in an ethical & sustainable way
• Making our local community a better place

Other Requirements:

Currently legally authorized to work in the United States on a full-time basis.

Equal Opportunity:

AdCellerant is proud to be an equal opportunity workplace. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, marital status, citizenship, age, Veteran status, status as an individual with a disability, or other applicable legally protected characteristics.

Important: Security Notice:

We're excited that you're interested in exploring job opportunities with AdCellerant However, we also want to remind you to be cautious and wary of recruitment scams that have become increasingly common across all industries.

Fraudsters may pose as a representative of a company, and unsuspecting applicants may be invited to participate in fake interviews, asked to fill out fabricated employment applications, or even issued fake offer letters. This is all in an attempt to entice victims to pay money or divulge sensitive personal information.

We take your safety and privacy seriously, and want to assure you that we will never ask for your financial information during any part of the interview process.

Our communication will always come from an or domain.

If you receive any suspicious activity, please stop communication with the individual and consider reporting them to the US FBI Internet Crime Complaint Center. If you're unsure about the legitimacy of an email you received from our recruiting team, please forward it to us at

*** Please do not send resumes via email ***

Requirements

• Bachelor's degree in computer science or related advertising field is preferred
• Customer service experience
• Excellent verbal and written communication skills
• Great attitude and collaborative spirit
• Ability to multi-task and perform in a fast-paced environment
• Strong analytical skills
• Proficiency in troubleshooting software systems and applications
• Ability to prioritize and manage several milestones and projects efficiently
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Excellent problem-solving skills
• The ability to communicate technical information in an accessible manner to non-technical employees
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Preferred Skills

• Experience in Advertising
• Familiarity with HubSpot
• Experience with GSuite and Gmail
• Familiarity with SQL, Mongo DB or Postgres
• 1-3 years of technical support experience or related experience