Remote Customer 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, and routing requests to the support team. Responsibilities include assisting with copywriting, basic image editing, creating proofs, quality control checks, and providing performance data. The role involves communication via email, phone, and video calls, utilizing various software tools. Success in this role requires excellent communication and customer service skills, computer proficiency, and attention to detail. Familiarity with Salesforce and Adobe Photoshop is preferred.

Requirements

• Be patient and helpful when interacting with customers
• Be able to 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
• Be able to 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 7 and Google Suite (Gmail, Google Calendar, Google Docs, Google Sheets, etc.)
• Possess excellent typing skills
• Be able to successfully navigate websites
• Be able to successfully adapt to changes in the work environment

Responsibilities

• Assist with advertising contract implementation and support 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 initial questions about their advertising program, and route requests to the Support Team to execute the campaign
• Assist with writing copy, basic image editing/cropping, and creating proofs for clients
• Assist with quality control checks and follow-up emails to advertisers to confirm that their program is live at the launch of a campaign
• Assist advertisers throughout their contract life cycle to provide performance data and make updates to their program after campaigns have been implemented
• 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
• 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
• Responsible for ensuring 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

Preferred Qualifications

• Familiarity with Salesforce
• Basic Adobe Photoshop skills

Benefits

Remote-first company with a globally distributed workforce