SaaS Technical Support & Data Specialist

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

Benefits offered by this job

Paid time off

Flexible working arrangements

Wellness programs

Adoption support

Job summary

Profitero+ in Boston is seeking a Technical Support Associate to assist clients with product questions, platform issues, and data-related requests. You will guide customers to resolve problems, document steps, and maintain data quality within the Profitero platform.

The role emphasizes strong Excel skills, an aptitude for data management, and clear communication with clients to ensure optimal platform experiences in a hybrid setting based out of the Boston office.

Qualifications

• 1+ year of prior professional technical support, customer success, or data entry experience.
• Bachelor’s degree in computer science, data and analytics, information technology, or a related field preferred; experience may be substituted.
• Prior experience working with ticketing systems such as Zendesk or Jira.
• Strong Excel and data management skills with an ability to troubleshoot and resolve complex data accuracy problems.
• Strong troubleshooting skills regarding the use of technical products and platforms.
• Comfort and experience working directly with external clients to identify, synthesize, respond to, and resolve issues, escalations, and conflicts as they arise.
• An active listener with clear, articulate verbal and written communication skills.
• Working understanding of ecommerce, digital marketing, and marketing analytics, both inclusive and exclusive to the Profitero product preferred.

Responsibilities

• Monitor Zendesk queue and action tickets in a timely manner.
• Receive, synthesize, and resolve technical issues from Profitero clients to include issues with the platform, bugs, missing data, maintenance/change requests, adding new user accounts, and similar routine issues.
• Work with customers to understand unique or complex issues with the platform, resolving or escalating as needed.
• Become an expert in Profitero data maintenance processes and Profitero’s eCommerce platform in order to provide guidance and direction to Profitero clients on how best to organize and maintain their data within the platform.
• Validate, categorize, and clean client data including matching up data points between the Profitero platform and client-specific software programs and taxonomies.

Skills

Technical acumen

Excel proficiency

Data management

Customer communication

Problem solving

Attention to detail

Education

Bachelor’s degree in CS/Data/IT or related field

Tools

Zendesk

Jira

Job description

Profitero+ in Boston is seeking a Technical Support Associate to assist clients with product questions, platform issues, and data-related requests. You will guide customers to resolve problems, document steps, and maintain data quality within the Profitero platform.

The role emphasizes strong Excel skills, an aptitude for data management, and clear communication with clients to ensure optimal platform experiences in a hybrid setting based out of the Boston office.