Programmatic Advertising Specialist , Advertising, & Account Management

Description

The Support Products & Services (SP&S) team is looking for a solutions-oriented and customer obsessed Programmatic Advertising Specialist to help advertisers troubleshoot and unblock any self-service display, video, and audio campaign issues within the Amazon Demand Side Platform (ADSP). In this role, you will be responsible for responding to advertisers contacts across a variety of troubleshooting topics (campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, and general campaign or account-level questions) within a timely manner, utilizing existing SOPs and your digital advertising knowledge.
A successful Programmatic Advertising Specialist will have a proven track record in successfully interacting with global clients (chat & email) and have a foundational understanding of digital advertising. They demonstrate strong communication skills and can effectively articulate troubleshooting steps to advertisers and agencies. While SOPs and blurbs can be utilized for relevant troubleshooting issues, they will also take advantage of all available resource and foundational digital advertising knowledge to help advertisers find resolution. They will earn trust with advertisers by diving deep when the issue is unclear or unfamiliar, in order to ensure a satisfactory interaction is provided. They will display curiosity, and will learn and develop deep expertise in ADSP ad products and recognize when there are operational gaps that require leads or managers to help address them.
Basic Qualifications:
-Experience providing client services, customer support, or working with external stakeholders on shared objectives
- 2+ Years of Programmatic Advertising experience
-Willing to work in a diverse atmosphere and contribute to an inclusive culture
- Maintains flexibility to support a 24/7 operational schedule, including rotational night shifts aligned with business needs. Schedule includes two consecutive days off per week with a standard 5-day work week weekend availability may be required based on operational demands.
Note: This will be a 12 months contract role
Key job responsibilities
Key job responsibilities

- Responding promptly and accurately to live chat or email support questions, helping the advertiser troubleshoot issues related to campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, or any general questions related to their campaign or account.
- Providing onboarding support, explanations of new features, consultation for product usage, and industry best practices to advertisers who reach out through contact us.
- Analyzing and interpreting data with advertisers to identify campaign improvement areas, root causes, and optimization opportunities.
- Assisting customers with questions related to product beta participation, capturing customer feedback, and collaborating with program partners to highlight product gaps and opportunities.
- Escalating any technical troubleshooting issues and surfacing to leadership for wide-spread issue potentially impacting hundreds of advertisers.
- Identifying opportunities to update existing support documentation and effectively escalating to content specialist.
- Mentoring new and junior employees to up-level their knowledge of Amazons programmatic advertising offerings, and becoming a subject matter expert (SME) for ADSP troubleshooting issues.
A day in the life
The Advertising Support DSP specialist plays an exciting and important role for Amazon by unblocking issues and complexities for our advertiser via email and live channels. They are comfortable stepping in and handling escalations from our Advertisers. They also support with audit requirements, coaching, training and participate in programs or projects.

About the team
The Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertiser. We are a cohesive and inclusive team and display the Amazon Leadership Principles in everything we do.