РУС
SPR
Customer Success Specialist
Support
Казань
Хорошая / мес.
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We build and operates high throughput, low latency Big Data analytics systems for mobile operators and digital advertisers. We process billions of advertising transactions and consumer location updates per day. The Customer Success Specialist is responsible for ensuring that customer support requests – many of which require in depth data analysis — are handled in a timely and professional manner. This role is critical for ensuring that customer requests are addressed in a timely manner, and that solutions are proactively communicated to our customers.

Responsibilities

Assist operations personnel in troubleshooting in-field issues
Support client inquiries through in depth data analysis and clear written feedback to customers
Provide root cause analysis (RCA) reports for in field issues (with assistance from engineers) when necessary
Coordinate development activities with both US-based product managers and engineers, Russia-based engineers, and Japan-based sales and operations personnel
In conjunction with US-based product managers, review and prioritize service desk tickets for engineers in the US and Russia
Follow up with engineers to ensure customer requests are being addressed in a timely manner
Be the ‘voice of the customer’ in the Russia engineering office

Desired Skills and Experience

2+ years customer support with some data analytics experience
Excellent written and oral English communication skills
Previous experience working and communicating with international clients
Knowledge of SQL
A driven and disciplined individual with a strong work ethic
An empathetic and outgoing personality
A bachelor’s degree from a recognized institution
Nice to Have

Experience with Swagger API documentation
JIRA workflow experience