Job Description

Description
Position at GroupM Nexus
Product Support Analyst - Level 1, GroupM India Offshoring Team, India
Position Overview:
We are seeking a Level 1 - Application Support Analyst, who will play a key role in ensuring our customers receive timely, accurate, and well-communicated resolutions to the issues they raise. You will provide a service-driven experience ensuring that speed, quality of resolution, and communication all play an equal part in providing our customers what they need.
In this position you will focus on the customer experience and resolving issues, script basic troubleshooting, understanding user issues, and driving high-quality outcomes. You will be responsible for cataloging, triaging, and tracking issues logged by users across multiple products. This position must be clear on SLAs, processes, procedures, drive process improvements, but most importantly, direct issues to the appropriate team for resolution.
This position requires strong teamwork and communication skills, and the ability to thrive in a fast-paced customer service-oriented environment. You will be expected to be naturally inquisitive, always striving to understand the root cause of problems, and ensure that issues are resolved within SLA.
Your attention to detail, listening skills to understand customer use cases, and your technical ability to execute will be the keys to your success. A strong desire to develop both technical and customer service skills is a must.
Key Responsibilities:

• Provide 1st Line Technical & Application support
• Provide excellent customer service
• Present a calming and confident behavior when working with a client resource experiencing a problem
• Perform user password resets
• Provision access requests to approved applications
• Keep detailed notes related to each support ticket noting error messages, troubleshooting steps, and any other details specific to resolution.
• Follow established runbook procedures to resolve user issues
• Utilize established decision tree in escalating user issues to the appropriate team
• Monitor ticket aging to ensure resolution within established SLA
• Monitor product solutions to detect errors or incidents
• Recognize when an escalation to L2/L3 is required for an incident or request
• Identify opportunities to improve the process and/or customer experience
• Contribute to maintaining a Knowledge Base of information that can be used in expediting resolution of future issues
• Participate in internal meetings
• Assist client service team with client reports via ticketing system
• Perform routine technical assistance and maintenance duties
• Maintain and update support ticket tracking system
• Maintain user instructions
• Perform routine technological systems support by troubleshooting and resolving general system hardware, software, and network failures and conflicts
• Maintain currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems
• Perform miscellaneous job-related duties as assigned

Desirable Experience:

• Minimum 1-2 years of experience in software support or equivalent relevant experience
• Bachelor's degree in Marketing, Advertising, Economics, Computer Science, Information Systems, Business Analytics, or related field OR equivalent professional work experience
• Excellent customer service skills
• Strong problem solving/analytical mindset
• Solid experience of customer issue management tools (e.g. JIRA, Zendesk)
• Minimum 1 years of experience working with reporting tools (ideally Tableau or Looker)
• Excellent written and spoken communication skills
• Sound understanding of ITIL best practices

Desirable Skills:

• Experience or background in technical support
• Experience or background in AdTech or Digital Advertising ecosystem
• Experience in building/implementing support processes
• Some Project Management experience
• Understanding of Advertising APIs
• ITIL Qualified

Desirable Attributes:

• Strong prioritization skills under pressure.
• Ability to explain complex technical issues to users in an open, unassuming, and non-technical way
• Ability to operate in a fast-paced environment
• Relish the opportunity to work with customers and technical teams alike.
• Self-organizing and self-motivated

More about GroupM:
GroupM - GroupM leads and shapes media markets by delivering performance enhancing media products and services, powered by data and technology. Our global network agencies and businesses enable our people to work collaboratively across borders with the best in class, providing them the opportunity to accelerate their progress and development. We are not limited by teams or geographies; our scale and diverse range of clients lets us be more adventurous with our business and talent. We give our talent the space, support and tools to innovate and grow.
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More about GroupM India Offshoring Team:
GroupM India Offshoring Team is the industry's largest community of performance marketing experts designed to drive performance and innovation at scale for GroupM's agencies and clients. With the most platform accreditations in the industry combined with proprietary technology, media, and solutions, culture of continuous innovation and scaled partnerships, GroupM Nexus consistently sets new benchmarks for effectiveness and efficiency across all forms of media to drive growth for the world's leading advertisers.
About India:
2020 brought opportunities for brands to innovate because of which we saw an evolving media stack. The growth of digital is set to soar high because of changing consumer habits. With approximately 500 million smartphone users, low-priced data plans, 45 to 50 million e-commerce shoppers, approximately 60 OTT offerings and a young population, India is a mobile-first internet market. It is also one of the top 10 ad spend markets in the world and is set to climb the ranks. Global big tech corporations have made considerable investments in top e-commerce/retail ventures and Indian start-ups, blurring the lines between social media, e-commerce, and mobile payments, resulting in disruption on an unimaginable scale.
At GroupM India, there's never a dull moment between juggling client requests, managing vendor partners and having fun with your team. We believe in tackling challenges head-on and getting things done.
GroupM is an equal opportunity employer. We view everyone as an individual and we understand that inclusion is more than just diversity - it's about belonging. We celebrate the fact that everyone is unique and that's what makes us so good at what we do. We pride ourselves on being a company that embraces difference and truly represents the global clients we work with.