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Product Support Analyst

Product Support Analyst

Career Moves Group

Posted 3 days ago, valid for 11 days

London, Greater London EC1R 0WX

£44,000 - £55,000 per annum

Part Time

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Sonic Summary

The Product Support Analyst position is a 12-month remote role based in the UK, offering a salary starting from £40.38 per hour PAYE, which approximates to £83.9K annually.
This role is with a top 5 tech giant, focusing on supporting businesses through effective service delivery and operations within the Product & Service Operations organization.
Key responsibilities include building technical knowledge of Facebook advertising products, providing consultative guidance, troubleshooting technical issues, and ensuring high-quality customer support.
Candidates should have experience in the Digital Advertising or Technology industries, with skills in troubleshooting, translating technical concepts, and familiarity with web technologies such as HTML, CSS, and JavaScript.
A minimum of 3 years of relevant experience is typically required for this role.

Product Support Analyst Location: UK Remote Length: 12 Months Rate: From £40.38 p/h PAYE (Approx. £83.9K per annum) Hours: 9am-6pm This client is a top 5 tech giant and owner of some of the world's most popular social media platforms and instant messaging apps, connecting billions of people across the globe.The Product Support Analyst works within the Product & Service Operations (PSO) organization to help businesses through scaled service delivery & operations. We combine deep expertise in our products with operational and analytical skills to design and manage scalable processes that support millions of advertisers across dozens of complex products. As part of the PSO organization, the Product Support Analysts are creative problem solvers who strive to ensure businesses are utilizing our advertising solutions as efficiently and as effectively as possible.RESPONSIBILITIES:

Build technical knowledge and expertise in various Facebook advertising products
Provide consultative guidance to sales teams and external clients on best practices and Facebook product setups
Troubleshoot and prioritize technical advertising issues, and escalate to specialists when appropriate for further troubleshooting or de- bugging
Effectively communicate technical resolutions, workarounds, and product confusions to the sales and account team
Facilitate a high-end customer experience related to support for advertising bugs and ensure all support SLAs are met
Identify opportunities to optimize and automate workflows and support processes

Skills:

Experience in the Digital Advertising and/or Technology industries
Experience with troubleshooting and ticket escalation
Experience translating technical concepts and solutions to non-technical audiences
Experience of using advertising technologies such as pixels, ad servers, auctions and delivery
Experience working with web technologies including, but not limited to: HTML, CSS, JavaScript, HTTP, Restful APIs

Familiarity with SQL

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