Junior customer support Analyst - AOS

Headquarters: Bangalore, 560029, India

Company Overview300+ media companies as clients, $40+ billion in revenue processed, 25,000+ worldwide usersOperative is a revenue accelerant for media companies around the world. 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 are a SAAS (Software as a Service) platform which helps 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 Operative is looking for an enthusiastic, driven team player to add to their global support team responsible for delivering business-to-business application support. This role champions customer priorities, drives incidents to closure, and enhances the customer support experience. You will combine strong technical and functional problem-solving skills with a keen business sense to deliver top notch customer-focused support.MAIN DUTIES AND RESPONSIBILITIESReceive, analyse, troubleshoot, replicate, and resolve complex customer issues, post-implementation, with a goal to aide in customer success, retention, and adoption of Operative product linesBuild knowledge of the software, troubleshooting tools and processesProvide rapid response and resolution to complex customer incidents within the SLA requirementsCoordinate with Operative internal teams (Product Management, Solutions, TechOps, Customer Success, and Engineering) to address customer needs and requestsDemonstrate initiative, agility and follow through in areas of responsibilityBe personable, professional, and responsive, while capably representing Operative to customersContribute to the support knowledgebaseAssist with a variety of operational projects such as monitoring customer production environmentsCOMPETENCIESRequired:Excellent written and verbal communication skills (English Proficiency)Ability to gather issue details, identify problems, mediate issues, develop solutions, and implement a course of actionA can do attitude with strong follow-through habitsDeadline 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 pressureAbility to analyze customer incidents and recreate possible defects in a simulated environmentExceptional interpersonal and customer service skillsWillingness to take on whatever tasks are needed to complete the jobStrong Microsoft Excel knowledgePreferred: Experience within the Customer Support DomainWorking SQL knowledgeKnowledge of software development life cycleEDUCATION, CERTIFICATION, AND EXPERIENCERequired:Bachelor s degree (or similar) requiredTechnical focus preferredExperience working with Internet products (SaaS) and technologiesPreferred:1+ year(s) experience supporting software with external customersPrevious experience working with Digital Advertising, Online Publishing, or Interactive Media companiesGENERALThese duties and responsibilities may be changed in accordance with the needs of the Company.This is not intended to be an exhaustive or exclusive list of duties. You may be required to carry out any other associated tasks to ensure the successful delivery of Operative s objectives.Why join us ?Operative is a technology-oriented product organization that believes in empowering its peopleWe use the latest tech stack and empower our engineers to learn, work and ideate on new technologies available in the marketWe provide flexi work schedules and remote working to encourage work life balanceWe are an equal opportunities employer and recruit based on the experience and skill set.We offer a competitive salary and benefits packagePlease apply online and upload your CV. Operative is a merit-first, equal opportunity employer; diverse applications are encouraged. Operative cares about your privacy and protecting your data. By submitting an application for a position with Operative, you acknowledge that you have read the following and consent to how Operative treats your data: 1) the Candidate Privacy Policy available at https://www.operative.com/candidate-privacy-notice/ (or if you are a candidate from Israel the Candidate Privacy Notice (Israel), available at https://www.operative.com/candidate-privacy-notice-israel/, and 2) the Candidate Notice for Data Transfer and Retention available at https://www.operative.com/candidate-notice/.

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