Troubleshoot and resolve issues related to DoubleClick for Advertisers (DFA), DoubleClick Search (DS).Advertiser Exchange (AdX).
Provide guidance and consultative technical expertise to front line General Support and DFA, DS & AdX Technical Account Manager (TAMs) / Account Managers (AMs).
Provide product, troubleshooting & workflow guidance and training to client Project Manager suggested new hired / newbies to DFA, DS & AdX support teams
Provide two-way communication and collaboration on monthly product release cycles and customer-centric product development
Collaborate with US/EMEA/JAPAC teams
Serve as point of contact for projects led by our escalation management team to improve client experience (CSAT, FRT, TRT, & FCR performance more than the these SLA targets) and internal operational effectiveness (process streamlining, reducing support team dependency on client Technical Account Manager (TAM) by reducing number consults, developing training & support documentation, quality assurance and productivity improvement)
Work on internal product initiatives like process automation, product improvement suggestion development etc. under clients direction
Experience working in a client-facing technical service environment, preferably supporting web-based products.
Ability to absorb complex technical concepts and communicate them to a non-technical audience Strong collaboration, leadership, organization and the ability to work well in teams are required.
Demonstrated creative problem-solving approach and strong analytical skills BA/BS (In lieu of degree, 4 years relevant work experience).