Customer Product Support Specialist

About Ad Giants

Ad Giants LLC, a next-generation marketing services company based in Dallas, Texas, is the designer and developer of advanced marketing-on-demand and marketing-process-management tools. Ad Giants’ Web-based systems are specifically intended to help marketing professionals achieve better standards of brand consistency while also helping to enhance workplace efficiency by streamlining the process of customizing, ordering and managing advertising and direct marketing materials and other resources.

 

General Summary

Want to learn user-friendly web-based applications that Marketing organizations are using to streamline their business? Interested in learning about the Marketing business and helping clients succeed?

Ad Giants is seeking a client-focused Product Support Specialist to help our clients to successfully use our suite of Marketing OnDemand web applications. This is not a busy call-center environment. We help our clients, as needed, use our web-based applications. Then, with the help of a technical support team, the candidate will help troubleshoot and resolve issues. We need someone who is excited about helping clients succeed and enjoys helping people with a variety of backgrounds learn new software and find solutions to their problems.

Our clients create their marketing assets using Adobe InDesign, Adobe Photoshop, and QuarkXPress, and the candidate will use some key features of those applications to help prepare and troubleshoot templates for our system. The candidate must work well with minimal supervision, and possess the initiative and decision-making ability to handle unexpected events or requests.

 



Essential Responsibilities

· Take full ownership of issues through resolution, including monitoring escalations, with minimum supervision

· Maintain high level of customer satisfaction

· Write clear, complete, and professional summaries of client issues

· Work with the account management and development teams to test client processes in the system

· Manage priorities and communicate time management constraints

· Show initiative and take an active leadership role



Required Skills

· Demonstrated customer-focused, service-first attitude

· Excellent written & verbal communication

· Knowledge of Web-based technology

· Intermediate Office (Word, Outlook, Excel) and graphics applications skills

· Exceptional troubleshooting and organizational skills

· Proactive in learning new software and technology

· Proactive in determining more efficient and effective ways to serve our customers

· Dependability and punctuality

 

Required Experience

· Experience working directly with clients – either through account management, customer service, or a similar field

 

Preferred Experience/Skills

· Adobe InDesign, Adobe Photoshop, and/or QuarkXPress

· Self-serve support customer portal experience

· Salesforce.com experience

· Web-based training and documentation development

· Writing for marketing or advertising

 

Benefits

· Vacation Time

· Paid Holidays

· 401(k) Retirement Plan

· Health Benefits (Medical/Dental/Vision)