Digital Advertising Support Specialist

Summary

Join Granicus as a DTN Customer Support Specialist and assist with advertising contract implementation, supporting Destination Marketing Organization (DMO) publishers with paid content requests. You will work directly with advertisers, gathering creative assets, answering questions, writing copy, editing images, creating proofs, and trafficking ads. Responsibilities include quality control checks, follow-up emails, providing performance data, and making program updates. You will communicate with customers via email, phone, and video calls, utilizing various software tools. The role requires excellent communication and customer service skills, computer proficiency, and attention to detail. Additional responsibilities may include billing assistance and program removal processing. Granicus offers a remote-first work environment and a commitment to diversity and inclusion.

Requirements

• Be patient and helpful when interacting with customers
• Avoid jargon and explain industry-specific concepts
• Take ownership of customer issues and see them through to resolution
• Use situational judgment to determine actions
• Be detail-oriented and focused on providing accurate and thorough service
• Prioritize customer needs
• Demonstrate interpersonal skills with a diverse customer base
• Be dedicated to problem resolution
• Possess excellent English communication skills (written, comprehension, and verbal)
• Communicate correctly and clearly with all customers in a positive manner
• Possess good comprehension skills — ability to clearly understand and state customers' requests
• Possess excellent documentation skills
• Possess good composition skills — ability to compose a grammatically correct, concise, and accurate written response
• Write marketing copy for paid content with strict character limits
• Work successfully in a team environment as well as independently
• Possess desktop computer proficiency
• Be familiar with Windows 11 and Microsoft Office 365 (Outlook, Teams, OneDrive, Sharepoint, Excel, Word, etc.)
• Possess excellent typing skills
• Be able to successfully navigate websites
• Be able to successfully adapt to changes in the work environment
• Be responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Ensure the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Responsibilities

• Assist with advertising contract implementation and supporting Destination Marketing Organization (DMO) publishers with requests related to paid content on their sites
• Work directly with advertisers after the sale of their ad contract to gather creative assets, answer questions, write copy, edit/crop images, create proofs, and traffic ads to the website
• Assist with quality control checks and follow-up emails to advertisers to confirm that their program is live
• Assist advertisers throughout their contract life cycle to provide performance data and make updates to their program
• Communicate with customers and DMO partners through email, phone, and video calls and utilize various software tools to navigate customer accounts, research and review account history, enter data, and communicate effectively to fulfill customer requests
• Assist with billing and processing the removal of programs from sites

Preferred Qualifications

• Be familiar with Salesforce
• Possess basic Adobe Photoshop skills
• Have marketing, advertising, or social media experience

Benefits

Remote work