Product Support Consultant

Summary

Join Adverity as a pivotal customer contact, fostering loyalty and transforming our Support function into a proactive advisor. Solve product issues expertly and strategically guide customers to achieve their business goals. This full-time, 1-year fixed-term contract (with potential extension) allows for remote work or office-based work in Vienna, Sofia, or Katowice. You will act as the primary client contact for product usage and operational issues, troubleshoot problems, serve as an escalation point for complex issues, and provide expert guidance on product functionality. Analyze usage patterns to make recommendations and contribute to the knowledge base. Create and deliver enablement content to educate clients. Competitive salary and performance-based bonus are offered.

Requirements

• Previous experience in a helpdesk or customer-facing role
• A consultative mindset with genuine empathy and emotional intelligence
• Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)
• Exposure to web technologies and related stacks (API, ETL, SQL)
• A strong drive to learn and discover new technologies
• Outstanding communication skills (written and verbal), with the ability to build trust and rapport. Proficiency in English is needed

Responsibilities

• Act as the primary contact for clients on Adverity's product usage and operational issues
• Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value
• Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress
• Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs
• Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions
• Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends
• Create and deliver enablement content to educate clients on platform usage

Preferred Qualifications

• Experience with support ticketing systems like Zendesk is preferred
• Friendly, approachable personality with excellent prioritisation and multitasking skills

Benefits

• Flexible working hours and home-office
• Ergonomic workspace and cutting edge technology
• Regular team events (also remote)
• Modern and stylish offices
• Sustainable merch for all employees
• Adverity Social Responsibility Days (+2 days paid off)