Customer Support Analyst
New
I
iSpotAdvertising Technology
Those in a role, not office-based and located further away from our offices, will work a fully remote scheduleFull-TimeMiddle
Salary68,680 - 82,760 USD per year
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Job Details
- Required Skills
- PythonSQLData AnalysisMySQLSalesforceJiraRESTful APIsConfluenceZendesk
Requirements
- Practical experience or education in coding/scripting (e.g., SQL, Python) or working with an Engineering team.
- Direct experience working within the Zendesk platform for ticket management.
- Experience with JIRA, Salesforce, and Confluence.
- Experience verifying data delivery, analyzing API usage, or creating digital tracking/pixels.
- Exceptional written communication skills with ability to translate technical concepts into customer-friendly explanations.
- Comfortable navigating databases, interpreting bug/error communications, and running basic queries.
- Strong analytical storytelling and numerical reasoning skills.
- Highly organized, detail-oriented, and self-starting mindset.
Responsibilities
- Own and manage a daily, task-based Zendesk ticket queue, delivering a guaranteed 24-hour response time and a 1–2 business day resolution rate across all accounts.
- Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; accurately document findings and escalate unresolved issues to Product Integration and Engineering via JIRA.
- Utilize MySQL databases to perform backend data verification and isolate root causes of client-reported data issues.
- Assist with pixel creation, deployment troubleshooting, and cross-platform data delivery verification using internal tools.
- Provision APIs, manage Devsite access, and handle technical account lifecycle operations.
- Address intricate customer inquiries regarding platform methodologies and reporting metrics with clear, articulate, and professional written communication.
- Monitor platform health and lead incident communications by drafting and publishing high-visibility Statuspage posts and in-dashboard notifications.
- Partner closely with Solutions, Content Ops, and Engineering teams to advocate for the customer and streamline resolution workflows.
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