Senior Customer Support Specialist

Equativ; Madrid; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

Join a dynamic international team in Madrid as a Senior Customer Support Specialist, where you'll be the first touchpoint for customers navigating our innovative ad technology solutions. In this role, you will leverage your technical expertise and customer service skills to resolve complex issues, ensuring a seamless experience for our clients. The company fosters a collaborative environment that encourages professional growth and values your contributions. If you're passionate about helping clients achieve their digital business goals and thrive in a fast-paced setting, this position is your opportunity to make a significant impact.

Formación

• 3+ years in customer-facing roles within a web-based environment.
• 2+ years experience in the Adtech sector.

Responsabilidades

• Serve as the primary point of contact for customer support.
• Investigate and troubleshoot SaaS solutions for top-tier clients.
• Coordinate with Product Management to resolve product issues.

Conocimientos

Customer Service Orientation

Technical Troubleshooting

Organizational Skills

Fluency in Spanish

Fluency in English

Herramientas

DV360

Adtech Solutions

Descripción del empleo

Our highly dedicated Services team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills, and are ready to tackle the most complex challenges to empower our customers to get the best of our platforms.

Your mission

Senior Customer Support Specialists are customer care profiles and technical experts of our solutions, always ready to help demanding clients and investigate technical issues.

You'll join an amazing international team based in Madrid, and report directly to Leandro, our Senior support manager.

What you'll do

1. Being the principal and first touchpoint of the customer’s experience / journey
2. Keeping an outstanding and detailed communication with our customers through our different channels to provide accurate and prompt support
3. Resolve and widely communicate incidents and bugs with appropriate stakeholders
4. Investigate and troubleshoot SaaS solutions and solve web-related issues for top-Tier customers
5. Perform in-depth troubleshooting, including database analysis and reading system logs to solve complex support issues
6. Understand our technologies and become product experts to help our clients.
7. Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement

About you - Required :

1. 3 years experience in customer-facing in a web-based environment
2. 2+ years of experience in the Adtech environment (Deals, Programmatic, SSP, Adserver, DSP, SSAI, CTV, etc)
3. Ability to document technical customer issues into notes that are consumable by other users
4. Consistent delivery on commitments - great organizational skills with exceptional follow-through and attention to detail
5. Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
6. Fluency in both Spanish and English is mandatory

Nice to have :

1. Knowledge of DV360
2. Knowledge of Smart’s / LiquidM’s, Nowtilus', Sharethrough’s or DynAdmic’s products / tools

About Equativ

Headquartered in Paris and New York, Equativ operates globally with a team of more than 700 people in 20 offices. Equativ offers the market its own independent ad server, SSP, buyer tools, and media services to fulfill the promise of advertising technology.

Learn more at Equativ.com

The company is ranked on the Deloitte Technology Fast 500 EMEA and in the Financial Times’ FT 1000 : Europe’s Fastest-Growing Companies.

Equativ has been awarded the label and is proud to be among the best companies in the ChooseMyCompany ranking, recognized for its flexible working environment.

Come and lead the charge with us in building a transparent ecosystem based on quality!