Description

Key Skills: SQL, Technical Support, Data Analysis, Customer Service, Amazon Marketing Cloud, Ad-Tech Solutions, Issue Resolution, Case Management

Good to Have Skills: Experience with cloud-based environments, knowledge of advertising platforms, ability to write queries and code samples, experience with large enterprise customers, understanding of data analytics and campaign measurement, familiarity with privacy-safe data handling practices.

Roles & Responsibilities:

• Track, investigate, and resolve customer questions and issues using appropriate communication channels including phone, email, and live support.
• Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
• Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution.
• Develop and implement complex repro cases to identify potential software defects, mis-configurations, or issues in customer environments.
• Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
• Build and contribute to training material and documentation for both internal and customer-facing users.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of customer experience.
• Provide support directly to data analysts who are using Amazon Marketing Cloud for analytics and campaign measurement.
• Write queries, code samples, tutorials, and technical articles for the customer community to enhance user experience.
• Work with customers to understand how they are using services and provide feedback to development teams.
• Collaborate with internal stakeholders to drive timely customer communication and issue resolution.
• Drive internal projects that improve support-related processes and enhance the customer's overall user experience

Key Skills

Education

Any Graduate