Customer Support Analyst

Company Overview

300+ media companies as clients, $40+ billion in revenue processed, 25,000+ worldwide users

Operative

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 RESPONSIBILITIES

• Receive, analyse, 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
• Contribute to the support knowledgebase
• Assist with a variety of operational projects such as monitoring customer production environments

COMPETENCIES

• Required:
• 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:

• Experience within the Customer Support Domain
• Working SQL knowledge
• Knowledge of software development life cycle

• EDUCATION, CERTIFICATION, AND EXPERIENCE
• Required:
• Bachelor’s degree (or similar) required
• Technical focus preferred
• Experience working with Internet products (SaaS) and technologies
• Preferred:
• 1+ year(s) experience supporting software with external customers
• Previous experience working with Digital Advertising, Online Publishing, or Interactive Media companies

GENERAL

• These 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 people

We use the latest tech stack and empower our engineers to learn, work and ideate on new technologies available in the market

We provide flexi work schedules and remote working to encourage work life balance

We are an equal opportunities employer and recruit based on the experience and skill set.

We offer a competitive salary and benefits package

Please 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/.