Programmatic Advertising Specialist , Advertising, & Account Management
DescriptionThe Support Products & Services (SP&S) team is looking for a solutions-oriented and customer obsessed ADSP Support Specialist to help advertisers troubleshoot and unblock any self-service display, video, and audio campaign issues within the Amazon Demand Side Platform (ADSP). In this role, you will be responsible for responding to advertisers’ contacts across a variety of troubleshooting topics (campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, and general campaign or account-level questions) within a timely manner, utilizing existing SOPs and your digital advertising knowledge.A successful ADSP Support Specialist will have a proven track record in successfully interacting with global clients (chat & email) and have a foundational understanding of digital advertising. They demonstrate strong communication skills and can effectively articulate troubleshooting steps to advertisers and agencies. While SOPs and blurbs can be utilized for relevant troubleshooting issues, they will also take advantage of all available resource and foundational digital advertising knowledge to help advertisers find resolution. They will earn trust with advertisers by diving deep when the issue is unclear or unfamiliar, in order to ensure a satisfactory interaction is provided. They will display curiosity, and will learn and develop deep expertise in ADSP ad products and recognize when there are operational gaps that require leads or managers to help address them.Key job responsibilitiesKey job responsibilities
- Responding promptly and accurately to live chat or email support questions, helping the advertiser troubleshoot issues related to campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, or any general questions related to their campaign or account.
- Providing onboarding support, explanations of new features, consultation for product usage, and industry best practices to advertisers who reach out through contact us.
- Analyzing and interpreting data with advertisers to identify campaign improvement areas, root causes, and optimization opportunities.
- Assisting customers with questions related to product beta participation, capturing customer feedback, and collaborating with program partners to highlight product gaps and opportunities.
- Escalating any technical troubleshooting issues and surfacing to leadership for wide-spread issue potentially impacting hundreds of advertisers.
- Identifying opportunities to update existing support documentation and effectively escalating to content specialist.
- Mentoring new and junior employees to up-level their knowledge of Amazon’s programmatic advertising offerings, and becoming a subject matter expert (SME) for ADSP troubleshooting issues.
- Bachelor’s degree in marketing, communications, or equivalent experience
- 2+ years’ experience in digital advertising and/or programmatic advertising
- Excellent verbal and written communication skills (English)
- Ability to effectively and confidently communicate with advertisers
- Strong prioritization and time management skills, with a high degree of flexibility
- Experience providing client services, customer support, or working with external stakeholders on shared objectives
- Willing to work in a diverse atmosphere and contribute to an inclusive culture
- Adheres to the provided schedule in a 24/7 environment including night shifts (rotational), as shifts are determined based on business requirements with rotational 2 consecutive day off and a 5-day working week (working weekends might be required)
- Experience in online advertising or e-commerce
- 1+ years of ADSP experience
- Basic understanding of programmatic ad technology
- Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
- Additional languages (European, Mandarin, Japanese) is a plus