Product Support Specialist

Company Overview

AdCellerant is an award-winning unified, AI-enhanced digital marketing platform and growth partner, helping media companies, agencies, and brands, simplify their digital marketing operations, scale revenue, and deliver amazing results since 2013.

Summary of Role

Our Product Support Specialists are a cornerstone in our company! As a Product Support Specialist, you will interact with team members across several divisions in the company, as well as our customers. The Product Support team touches several areas of the business in a fast paced environment.

In this role, you will assist customers using the products that our company offers and act as an expert on our technology. This role’s primary responsibilities include working to ensure the software functions as intended and addressing user issues. Your duties as a Product Support Specialist may include creating instruction manuals, offering technical support, alerting other users who may be impacted and providing updates, answering questions about advertising products, and identifying the cause of bugs or problems. Clear, concise, and friendly communication is crucial.

In addition to supporting our software and products, you will be responsible for supporting email marketing campaigns. This includes overseeing all aspects of the campaigns and ensuring that campaigns are aligned with the company's overall strategy and goals.

This role will also work closely with our Engineering, Quality Assurance, Product, Sales, and Operations teams to help identify and resolve technical issues that might arise during software development.

Responsibilities

• Develop extensive knowledge of AdCellerant products
• Work directly with internal employees and customers to understand, analyze, and troubleshoot technical problems and provide solutions in a timely manner
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Act as point person to receive, solve, and escalate all technical issues
• Work closely with third party providers to help troubleshoot and assist with any questions related to AdCellerant products
• Chat and Email Support
• Document procedures for future reference internally
• Maintain external documentation in our Help Center
• Identify opportunities for improvement in training or additional training for our Training Department to implement
• Escalate bug reports for validation and actively participate in product-fixes
• Support email marketing campaigns (oversee all aspects of the campaigns from HTML5 creatives to creating UTM links for Google Analytics tracking)
• Support other departments in software development and implementation efforts

Requirements

• Bachelor’s degree in computer science or related advertising field is preferred
• Customer service experience
• Excellent verbal and written communication skills
• Great attitude and collaborative spirit
• Ability to multi-task and perform in a fast-paced environment
• Strong analytical skills
• Proficiency in troubleshooting software systems and applications
• Ability to prioritize and manage several milestones and projects efficiently
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Excellent problem-solving skills
• The ability to communicate technical information in an accessible manner to non-technical employees
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Preferred Skills

• Experience in Advertising
• Familiarity with HubSpot
• Experience with GSuite and Gmail
• Familiarity with SQL, Mongo DB or Postgres
• 1-3 years of technical support experience or related experience

Location Information

This role is preferred to be located near our Denver, CO office, with hybrid work from home flexibility.

Team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.

Compensation

Annual salary $57,785

Benefits

AdCellerant offers full-time employees:

• Paid vacation, holidays, and sick days
• Health/dental/vision benefits
• 401k retirement plan and company match contribution
• Generous paid parental leave
• Wellness Program
• Work from home flexibility
• Denver, CO headquarters available for hybrid work with in office perks

Life at AdCellerant

Life at AdCellerant is built around one simple belief: if our team thrives, everything else follows. That's guided every decision we've made since opening our doors in 2013, from how we structure our benefits to how we celebrate wins to how we show up for each other and the partners we support.

The result is a culture we're genuinely proud of, recognized by Denver Business Journal, Built In Colorado, and Inc. 5000, but more importantly, one built by the people who work here every day.

Other Requirements

Currently legally authorized to work in the United States on a full-time basis.

Equal Opportunity

AdCellerant is proud to be an equal opportunity workplace. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, marital status, citizenship, age, Veteran status, status as an individual with a disability, or other applicable legally protected characteristics.

Important: Security Notice

We're excited that you're interested in exploring job opportunities with AdCellerant! However, we also want to remind you to be cautious and wary of recruitment scams that have become increasingly common across all industries.

Fraudsters may pose as a representative of a company, and unsuspecting applicants may be invited to participate in fake interviews, asked to fill out fabricated employment applications, or even issued fake offer letters. This is all in an attempt to entice victims to pay money or divulge sensitive personal information.

We take your safety and privacy seriously, and want to assure you that we will never ask for your financial information during any part of the interview process.

Our communication will always come from an @careers.adcellerant.com or @adcellerant.com domain.

If you receive any suspicious activity, please stop communication with the individual and consider reporting them to the US FBI Internet Crime Complaint Center. If you're unsure about the legitimacy of an email you received from our recruiting team, please forward it to us at [email protected]

*** Please do not send resumes via email ***

Additional Notices

E-Verify Statement

AdCellerant participates in the E-Verify program for all new hires. We comply with all applicable federal, state, and local laws regarding employment eligibility verification and do not use E-Verify to pre-screen applicants.

Colorado Job Application Fairness Act

Colorado Residents: In any materials you submit in connection with your job application, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. Should you wish to exercise your right to redact such information, please redact it prior to submitting the documentation. You will not be penalized for redacting or removing this information.

Application Deadline

September 30th or until the role is filled