CDI Inc., is looking for qualified candidates to fill the role of Product Support Coordinator. It is expected to be 7 month assignment. This would be a W2 position with our company, CDI, and you would work onsite at our client’s location in New York, NY. Please review the project description provided, and let me know if this is something you might be interested in discussing further.

Product Support Coordinator

We’re looking for a tech-savvy individual who loves to connect people with technology. This position will play a key role in assisting our Engineering and Product teams launch AdWords improvements and fulfill client needs. Implement client requests and communicate user feedback to Engineering and Product teams. Troubleshoot technical problems and escalate bug reports. Monitor customer feedback and product performance. Specific to: Ad Format troubleshooting.

Responsibilities:

Monitoring queue of support requests from clients, prioritize/rank as needed and go to Client accounts to troubleshoot the requests. Support the team with client questions, issues, and technical problems. Work closely with accounts to oversee quality assurance and investigate error messages (using training and documented guidelines), then escalate when you are unable to resolve.

1. Will review all Ad Format / Ad Extension support requests within various databases and troubleshoot errors + triage when applicable.
2. Will fulfill reporting requirements to monitor support/problem trends and analyze for insights/recommendations.

Details:

• Ad Format troubleshooting
• Review support requests daily across multiple whitelists and fully launched ad extensions (future consolidation possible via development of custom dashboard or incorporation into ticket management system)
• Perform troubleshooting / answer client questions and triage (escalate) when necessary

Track work in data sheets (Google spreadsheets - specific parameters to be tracked / implementation TBD)

• Run product performance/support reports to analyze issue trends and provide insights/recommendations for improvement

Required Qualification:

• Bachelor's degree (Associate's or technical school) degree or diploma in technology,
• Minimum 2 years experience in Product Coordinator role demonstrating core responsibilities of internet products based technical support or supporting an engineering team
• Social network and Internet savvy
• Mac proficient with above average Excel skills
• Strong verbal and written communication skills
• Positive, can-do attitude