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DBM Product Support Analyst

Job Location: Hyderabad

Job Number: 9331

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- Job description

DBM Product Support Analyst
Bachelor’s degree required: B Tech, BCA or BSc computers
1-4 years of work experience in Domain,Troubleshooting and Customer Service backgorund
? Experience working in a client-facing technical service environment, preferably supporting web-based products
? Ability to absorb complex technical concepts and communicate them to a non-technical audience
? Strong collaboration, leadership, organization and the ability to work well in teams are required
? Demonstrated creative problem-solving approach and strong analytical skills
? Strong communication skills are a must for this role, along with flexible shift timings
? Troubleshoot and resolve issues related to DoubleClick Bid Manager (DBM). This includes technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, line items, tags, ad-serving, etc.
? Provide product, troubleshooting & workflow guidance and training to new hired / newbie’s in the support team in Hyderabad (per suggestion from the client Project Manager).
? Coordinate with cross-functional teams including Product Management/Specialists, Sales, Engineering and Ad Approval teams to drive customer communications, product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction.
? Educate the customers on product usage, from the basics to best practices mostly via emails/phone calls.
? Collaborate with AMER/EMEA/APAC teams.
? Serve as a point of contact for projects led by our escalation management team to improve customer experience (ensuring that CSAT, FRT, TRT, mTRT & FCR metrics meet the SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on Ad Solution Consultants (ASC) by reducing number of consults, developing training & support documentation, quality assurance and productivity improvement).

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