Hybrid Boston SaaS Technical Support Specialist

Publicis Groupe; Boston (MA); Hybrid; USD 40,000 - 57,000; Full time

Benefits offered by this job

Paid Family Care

Flexible working arrangements

Tuition Assistance

Work Your World program

Job summary

Publicis Groupe is hiring a Customer Support Associate in the Boston area to support clients on the Profitero platform. This client-facing role requires troubleshooting platform issues, managing data, and providing clear guidance to customers to ensure optimal user experience.

The ideal candidate has strong Excel/data management skills and experience supporting SaaS products. The position is hybrid with on-site engagement in the Boston office 3–4 days per week; visa sponsorship is not available

Qualifications

• 1+ year of professional technical support or data entry in SaaS/tech environment.
• Bachelor’s degree in computer science, data analytics, information technology, or related field preferred; experience may be substituted.
• Experience with Zendesk or Jira ticketing systems.
• Strong Excel and data management skills; ability to troubleshoot data accuracy issues.
• Strong troubleshooting skills with technical products and platforms.
• Excellent verbal and written communication with external clients.

Responsibilities

• Monitor Zendesk queue and action tickets promptly.
• Resolve technical issues, data problems, and maintenance requests.
• Understand complex platform issues and escalate when needed.
• Become expert in Profitero data maintenance and platform guidance for clients.
• Validate, categorize, and clean client data across systems.

Skills

Excel

Data management

Customer communication

Troubleshooting

Active listening

Time management

Education

Bachelor's degree or equivalent in CS/IT/Analytics

Tools

Zendesk

Jira

Job description

Publicis Groupe is hiring a Customer Support Associate in the Boston area to support clients on the Profitero platform. This client-facing role requires troubleshooting platform issues, managing data, and providing clear guidance to customers to ensure optimal user experience.

The ideal candidate has strong Excel/data management skills and experience supporting SaaS products. The position is hybrid with on-site engagement in the Boston office 3–4 days per week; visa sponsorship is not available