Responsibilities:

• You closely work with our Engineering, Product, Sales and Customer Success teams to ensure that Zeotap is delivering the best in the class service and support experience to our customers. 
• You serve as the primary customer-facing product expert and be a trusted advisor to our customers and business teams.
• You research, document and manage resolutions to technical, operational and implementation issues related to all Zeotap products in the CRM system and other project management tools.
• You are responsible for escalating issues in a timely manner with the highest quality based on industry standards and internal SOPs. 
• You will help establish and document processes, and procedures; produce high-quality technical and functional documentation to be included within public/private knowledge base systems.
• You will work on creating monthly/weekly reports on operations metrics and product metrics for issues
• You adhere to Zeotap’s company, privacy and information security policies and procedures. 
• You complete all the awareness trainings assigned on time  

Requirements:

• 2+ years of relevant experience in Technical Support, Customer Success, Product Operations and other Software Services for a large end-user base, preferably SaaS products.
• The position demands excellent communication and relationship skills with customers, partners and stakeholders at all levels.
• Experience supporting enterprise customers over email, phone, and screen-shares
• Ability to prioritize and manage multiple issues to ensure the resolution of the most critical ones in a high pace environment.
• Experience working with REST API and hands-on experience in using API clients
• Strong SQL Skills to write SQL queries in order to troubleshoot complex issues. 
• Experience with scripting and writing code in Python, Bash, and Java, or having some full stack web development experience will be a plus.
• Familiarity with Ad-tech and Mar-tech basics and relevant industry trends (Privacy, Identity, Data, etc.) will be a plus.
• Familiarity with Cloud technologies, GCP will be a plus.
• Willing to work during EU hours