Job Overview

Our client is seeking an entry-level Technical Customer Support Specialist to help their customers get the most out of their platform. As an AI-powered Media Operating System, the client's platform helps media teams manage campaigns, monitor performance, build dashboard reports, and streamline financial workflows. In this role, you will serve as the first point of contact for day-to-day inquiries, investigate issues, and collaborate closely with Customer Success, Product, and Technical teams to deliver effective solutions. This position is ideal for someone with a foundation in digital marketing, strong problem-solving skills, and a passion for helping clients succeed.

Client Overview

Our client provides an AI-powered Media Operating System designed to help agencies, brands, publishers, and retail media networks manage campaign performance, report creation, and financial workflows in one unified platform.

Schedule

• Monday - Friday, 9:00 AM - 6:00 PM Sydney Time, with 1 hour unpaid break (40 hours per week)

Responsibilities

• Customer Support: Respond to customer questions through support channels, providing clear, timely, and actionable updates.
• Issue Investigation: Investigate campaign data, dashboards, reports, platform connections, and user access issues; reproduce problems and document detailed context for escalation.
• Platform Assistance: Help customers utilize campaign tracking, reporting, and reconciliation features while assisting with onboarding, platform setup, training, and documentation.
• Data Quality & Accuracy: Review data and reports for accuracy, identifying missing information or unexpected results.
• Ticket & Queue Management: Manage, prioritize, and categorize the support ticket queue to ensure timely resolution and clear customer communication.
• Feedback Loop: Share recurring questions and direct customer feedback with the Product and Customer Success teams to drive platform improvements.

Requirements

• Digital Marketing Foundation: A general understanding of campaign data, reports, and dashboards with a genuine interest in supporting customers.
• Communication Skills: Excellent written and verbal communication skills with a positive, "can-do" attitude.
• Technical Aptitude: Ability to navigate data, reproduce software issues, and communicate technical details effectively.
• Organization: Strong ticket management and task prioritization skills to ensure no customer inquiry is missed.

Qualifications

• Experience managing support tickets in help desk tools such as Zendesk.
• Experience logging and tracking technical issues in Jira alongside Product and Engineering teams.
• Familiarity with major advertising platforms such as Google Ads, Meta Ads Manager, or DV360.
• Confidence using spreadsheets for checking, analyzing, and reconciling campaign data.
• Experience writing help center articles or customer-facing technical documentation.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.