Customer Support Analyst Jobs in Bangalore - Operative

Company Overview

300+ media companies as clients, $40+ billion in revenue processed, 25,000+ worldwide users

Operative is a revenue accelerant for media companies around the world. No other software company in AdTech space, brings a comparable depth of experience to create truly innovative software that performs across all platforms, revenue models and business units. We are a SAAS (Software as a Service) platform which helps clients manage advertisements both in the linear (TV) and digital space. We have been in the market for over two decades and have 1100+ employees with 12 offices spread across the globe. Operative is proud to play a pivotal role in the way advertising is bought, sold and managed across media industry.

JOB SUMMARY 

• Receive, analyse, troubleshoot, replicate, and resolve customer issues, post-implementation, with a goal to aide in customer success, retention, and adoption of Operative product lines    
• Work closely with members of the implementation, engineering, account management and product development teams to ensure customer success 

MAIN DUTIES AND RESPONSIBILITIES 

• Engage in a service-focused manner with customers when helping solve/manage deliverables
• Build knowledge of the software, troubleshooting tools and processes by documenting customer reported deliverables and escalating appropriately
• Resolve customer issues in a timely fashion within SLA from inception to delivery
• Act as liaison with Operative internal teams (product management, solutions, techops, account management, and engineering) addressing customer deliverables
• Create and maintain user documents including training materials, use cases and FAQs

COMPETENCIES 

o  Must be able to communicate effectively and confidently with customers, team members and management. 

o  A ‘can do’ attitude with strong follow-through habits, and a willingness to take on whatever tasks are needed to complete the job. 

o  Deadline and detail-oriented, with the ability to juggle multiple customers and projects simultaneously 

o  Able to handle challenging customer situations with diplomacy and be cool under pressure

o  Able to identify problems, mediate issues, develop solutions, and implement a course of action 

o  Able to analyse customer incidents and recreate possible defects in a simulated environment 

o  Strong Microsoft Excel knowledge 

o  Basic knowledge of SQL/Database, FTP customer/server would be preferred

EDUCATION, CERTIFICATION, AND EXPERIENCE 

o  Bachelor’s degree (or similar) 

o   Experience working with Internet products and technologies 

o  1+ year(s) experience supporting software with external customers is preferred

o  Education with a Technical focus

o  Previous experience working with Cable Industry

o  Finance background 

o  Previous experience with Medea

Why join us ?

• Operative is a technology-oriented product organization that believes in empowering its people
• We use the latest tech stack and empower our engineers to learn, work and ideate on new technologies available in the market
• We provide flexi work schedules and remote working to encourage work life balance
• We are an equal opportunities employer and recruit based on the experience and skill set.
• We offer a competitive salary and benefits package