SaaS Technical Support Specialist — Data & Excel Expert

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

Benefits offered by this job

Paid Family Care

Tuition Assistance

Flexible working arrangements

Work Your World program

Matching Gifts

Job summary

Publicis Groupe's Profitero+ unit is seeking a Technical Support Associate to assist clients with the Profitero platform. This client-facing role involves handling general product questions, technical inquiries, and resolving data-related requests to ensure the best possible user experience.

The ideal candidate will have strong Excel skills, a technical mindset, and experience working with external clients, Zendesk/Jira, and data maintenance.

Qualifications

• 1+ year of 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.
• Experience with Zendesk or Jira ticketing systems.
• Strong Excel and data management skills with the ability to troubleshoot data accuracy.
• Strong troubleshooting skills for technical products and platforms.
• Experience working directly with external clients to identify, synthesize, respond to issues, and resolve escalations.
• Excellent listening and clear verbal and written communication skills.
• Understanding of ecommerce, digital marketing, and marketing analytics, ideally for the Profitero product.
• Ability to work quickly and accurately under tight deadlines with multiple projects.
• Highly organized with attention to detail; collaborative yet independent.

Responsibilities

• Monitor Zendesk queue and action tickets promptly.
• Receive, synthesize, and resolve technical issues from clients to include platform issues, bugs, and data requests.
• Work with customers to understand and resolve complex issues with the platform.
• Become an expert in Profitero data maintenance processes and platform guidance for clients.
• Validate and clean client data, matching data points between the Profitero platform and client systems.

Skills

Technical support

Customer communication

Data management

Excel

Troubleshooting

Client interaction

Ecommerce knowledge

Cross-functional collaboration

Education

Bachelor's degree in CS / data analytics / IT

Tools

Zendesk

Jira

Job description

Publicis Groupe's Profitero+ unit is seeking a Technical Support Associate to assist clients with the Profitero platform. This client-facing role involves handling general product questions, technical inquiries, and resolving data-related requests to ensure the best possible user experience.

The ideal candidate will have strong Excel skills, a technical mindset, and experience working with external clients, Zendesk/Jira, and data maintenance.