Technical Customer Support Associate

Profitero+ is the leading digital commerce company, trusted by more than 4,000 brands worldwide. We help brands break down silos and turn data into decisive action through intelligence-driven, end-to-end solutions that unify media, content, operations and strategy. Powered by advanced AI, robust digital shelf analytics across 1,400+ retailers in 70 countries and unmatched expertise from digital commerce specialists in 15 global hubs, our integrated solutions help brands accelerate profitable growth.

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Profitero+ is the leading digital commerce company, trusted by more than 4,000 brands worldwide. We help brands break down silos and turn data into decisive action through intelligence-driven, end-to-end solutions that unify media, content, operations and strategy. Powered by advanced AI, robust digital shelf analytics across 1,400+ retailers in 70 countries and unmatched expertise from digital commerce specialists in 15 global hubs, our integrated solutions help brands accelerate profitable growth.

Learn more at

Profitero+ is looking to hire a Customer Support Associate to help support our growing portfolio of clients!

In this client-facing role, you will be working directly with our customers to help ensure their success with the Profitero platform. You will be assisting with general product questions, fielding technical questions, and solving a variety of unique problems and requests about the platform.

The ideal person in this role will be able to leverage their technical aptitude, passion for data management, strong Excel skills, knack for understanding, interpreting, and resolving platform-related issues, and ability to clearly communicate to customers regarding those issues in order to ensure the best possible user experience for our clients. Also useful is a basic knowledge of marketing analytics and the ecomm/digital commerce space.

PLEASE NOTE:
This is a hybrid role based out of our Boston office and will require onsite engagement an average of 3-4 days/week. All candidates should be local to the Boston metro and willing to commit to a hybrid schedule.

ALSO

NOTE:

We are not able to support visa sponsorship for this role at the present time. No 3rd-party staffing agencies please.

• Monitor Zendesk queue and action tickets in a timely manner.
• Receive, synthesize, and resolve technical issues from Profitero clients to include issues with the platform, bugs, missing data, maintenance/change requests, adding new user accounts, and similar routine issues.
• Work with customers to understand unique or complex issues with the platform, resolving or escalating as needed.
• Become an expert in Profitero data maintenance processes and Profitero’s eCommerce platform in order to provide guidance and direction to Profitero clients on how best to organize and maintain their data within the platform.
• Validate, categorize, and clean client data including matching up data points between the Profitero platform and client-specific software programs and taxonomies.

• 1+ year of prior professional technical support, customer success, or data entry experience, preferably within a SaaS, product, or technical environment.
• Bachelor’s degree in computer science, data and analytics, information technology, or a related field preferred; experience may be substituted.
• Prior experience working with ticketing systems such as Zendesk or Jira.
• Strong Excel and data management skills with an ability to troubleshoot and resolve complex data accuracy problems.
• Strong troubleshooting skills regarding the use of technical products and platforms.
• Comfort and experience working directly with external clients and customers to identify, synthesize, respond…