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Product Support Analyst
ZenithOptimedia
Chicago, IL, United States
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Company Description
Publicis Spine is a new Publicis Groupe central organization created to accelerate the Groupe’s transformation agenda by putting data and technology at the center. Its mission is to grow our client partners business through transformative data applications.
Publicis Spine has a strong vision, which is to help brands unlock the value of data through access to data driven technologies and expertise through a unified infrastructure.
The organization is designed around Platforms/Technology and Data and Analytics Talent. Platforms / Technology talent is focused in key cities (New York, Chicago, Boston, London, Paris and India) and is comprised of roughly 150 data specialists, product developers, solutions architects and engineers.
Job Description
The Product Support role is an internal position that supports Publicis Media and Publicis Groupe agencies. This position is responsible for providing internal technical support as it relates to the implementation, training and day to day adoption of the DTI products and services. This person must be proactive in anticipating and solving the adoption and training needs of the DTI customers, while at the same time identifying new challenges that could be solved by the product team.
Responsibilities:
Support Triage
• Record and track incoming product support issues
• Assign ticket to appropriate SME and escalate where necessary
• Provide product rollout support for customer dashboards and reports
• Provide regular DTI product usage reporting to assess value and adoption of products
Training & Adoption
• Provide advanced product training in both classroom and e-learning environments
• Create and maintain user documents including training materials, use cases and FAQs
• Create release documents and associated communication for product releases
• Create, launch and train customers on new dashboard and reporting templates
• Customize product to meet specific user group needs
Requirement Gathering
• Work with Product Manager to gather ideas and feedback for building new product features and functionality
• Proactively identify customer business challenges and how products capabilities can be used to address them
• Collect customer feedback on current product features
• Lead user acceptance testing for features in development
Qualifications
Minimum Requirements:
• 1-3 years of experience in digital marketing
• Strong communication skills (both written and verbal)
• Strong organizational, analytical and problem-solving skills
• Excellent presentation skills (both written and verbal)
• Ability to take initiative, work independently and work effectively under pressure producing accurate and consistent results
• Ability to multi-task in a fast paced environment
• Ability to interact and interface with people of all levels and backgrounds
• Proficiency in Microsoft Office products- Outlook, Word, Excel, PowerPoint
• Excellent understanding of JIRA or an equivalent support ticketing system
Additional Information
All your information will be kept confidential according to EEO guidelines.