Job Title: Technical Customer Support Specialist
Location: Remote
Overview: The Technical Customer Support Specialist at TyrAds is responsible for delivering top-tier technical support to publishers, advertisers, and end-users using our offerwall platform. This role involves troubleshooting SDK integration issues, analyzing data to resolve discrepancies, and enhancing customer satisfaction by leveraging technical expertise and customer-centric solutions. You will be key to ensuring the seamless integration and operation of our offerwall across client and internal products.
Key Responsibilities:
Customer Support and Issue Resolution:
- Provide excellent customer service by addressing technical queries via email, chat, or ticketing systems within agreed service level agreements (SLAs).
- Investigate and resolve issues related to SDK/S2S and API integrations, including reward tracking discrepancies and data issues (e.g., impressions, clicks, conversions).
Data Analysis and Reporting:
- Analyze data to troubleshoot user engagement, fraud rejections, and reward fulfillment discrepancies.
- Use reporting tools (e.g., SQL, Tableau, Google Analytics) to deliver insights on support metrics and performance.
- Monitor and analyze data to identify trends, issues, and optimization opportunities.
Incident and Ticket Management:
- Manage, track, and prioritize support tickets, ensuring timely resolution and effective communication with customers.
- Collaborate with internal engineering teams to escalate complex issues and keep stakeholders informed.
Customer Success and Proactive Support:
- Work closely with account managers and customer success teams to ensure customer satisfaction and proactively identify potential issues.
- Provide technical suggestions to improve campaign performance and user engagement.
- Assist the monetization and CSS teams by analyzing data to optimize user behavior and revenue generation.
Cross-Functional Collaboration:
- Partner with product, engineering, and business development teams to contribute to platform improvements and ensure smooth feature rollouts.
- Participate in beta testing of new SDK versions and provide feedback for improvements.
Documentation and Training:
- Develop and maintain technical documentation, user guides, and FAQs for internal and external use.
- Create tutorials and webinars to support SDK integration and platform optimization.
Required Skills and Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, Data Analytics, or a related field, or equivalent work experience.
- Technical Proficiency:
- Experience troubleshooting technical issues on iOS and Android platforms.
- Familiarity with web technologies (HTML, JavaScript) and database querying (SQL).
- Understanding of digital advertising concepts, including impression tracking and conversion metrics.
- Data Analysis: Experience with analytics tools (e.g., Google Analytics, Mixpanel, Tableau) and large dataset analysis for performance optimization.
- Problem-Solving Skills: Strong problem-solving abilities, particularly in diagnosing SDK integration and data-related issues.
- Communication Skills: Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical customers.
- Customer-Centric Approach: Patience, empathy, and a proactive mindset for resolving technical challenges.
Preferred Experience:
- 2-3 years in a technical support role, preferably with SDK integration or digital advertising focus.
- Familiarity with offerwall platforms or reward-based advertising
- Experience with data visualization tools like Tableau or Power BI.
Work Environment:
- Remote work options with flexible hours to accommodate global customer support needs.
- May require occasional on-call or shift work.