TECHNICAL PRODUCT EXPERT WITH ENGLISH

#BeMoreDo you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!Top reasons to work with TDCX:Attractive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coveragePremium workspacesEngaging activities and recognition programsStrong learning and development plans for your career growthPositive culture for you to #BeMore at workEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company, winner of hundreds of industry awardsResponsibilities:Handle and resolve end to end post-sales queries for our client advertising products primarilyfocused on Measurement (Signals) & Ads PerformancePromptly manage incoming customer inquiries using a ticketing platform, providingtroubleshooting support and advice that is timely, professional, friendly, and accurate.Own and drive query resolution through collaboration with Product & Engg groups to resolveall types of generic, technical or product specific queriesDrive overall Customer Satisfaction metrics ensuring service quality through case journey,providing regular updates across touch pointsDrive adherence to service levels across channels and achieve Best in Class productivity,impact resolution times for end customerGain & maintain a detailed understanding of the ads product, both from a business usecase perspective and a technical perspective.Partner with upstream technical specialists to gain product and troubleshooting knowledgeManage escalations from junior agents and help them resolve any customer issuesDevelop as a subject matter expert across assigned product area and mentor fellow teamMembersExperience Requirements:2-3+ years of experience working with top tier ad agencies under ad operations traffickingcampaigns, tag generation & implementation and hands on with third-party ad servingtechnologies.Technical Customer support experience or Operations, preferred experience in any Ad Techor SaaS company working with internal/external customers.Familiarity with self-serve and auction ad platforms.Experience in resolving and communicating technical issues to both technical and nontechnical audiences.Hands on experience with any ticketing software such as JIRA, Freshdesk, Zendesk etcPossess at least 3 of the below:Basic working knowledge of API and third party integrationsFamiliarity with self-serve and/or auction ad platformsKnowledge of performing comprehensive campaign performance analysis and providingactionable optimization recommendationsKnowledge of data tracking and tagging strategies, including cookie less data collectionmethods as well as platforms such as Google Tag Manager, Mobile MeasurementPlatforms or 3P ad servers.Comfortable understanding of web development languages such as HTML, JavaScript &CSSWho are we looking for?Bachelor's degree in Computer Science, similar technical field of study or equivalentpractical experienceFluent in EnglishMust have strong interpersonal and communication skills