Technical Services Specialist

About Business Unit:

Lotame delivers flexible data solutions to future proof connectivity and drive performance across all screens. Marketers, publishers, and platforms rely on our innovative and interoperable solutions, powered by our identity platform, to onboard, enrich, and address audiences. Lotame is headquartered in the United States and serves global clients in North America, Latin America, Europe, Middle East, Africa, and Asia Pacific.

About the Role:

The Technical Services Specialist, Center of Excellence is responsible for successfully onboarding clients onto Spherical, Lotame’s world-class next-generation data platform. In this role you will lead the execution of client implementation plans working in collaboration with the Solutions Architect team, as well as Center of Excellence teammates. Additionally, you will act as Tier-1 support for all Lotame clients, helping to troubleshoot, diagnose, and correct issues in the underlying software and systems powering Spherical.

You will apply your technical abilities as well as people skills to effectively service internal and external partners.

Candidates for this position must be knowledgeable in major Internet technologies and comfortable in a fast-paced startup environment. They will have a passion for solving problems and creating efficiencies in how Lotame clients are supported and serviced. They will also be effective communicators, detail-oriented project managers, and great teammates. In this role, you will work directly with some of the world’s largest online publishers.

Responsibilities:

- Collaborate with Solution Architect team to prescribe the optimal implementation plan for new Lotame clients
- Act as a technical lead for executing implementation plans for new Lotame clients
- Work with the Support Engineering team to triage inbound support tickets, prioritize and escalate bugs or other break-fix issues
- Provide Tier-1 support and issues triage to clients experiencing technical problems with their implementation or the Lotame platform during implementation
- Track all implementations, cases and client requests in Lotame’s CRM
- Become a product expert, knowledgeable in all aspects of the Spherical platform: data collection, taxonomy management, data categorization, audience building/segmentation, audience analytics and audience activation
- Regularly provide feedback to business and product teams detailing product and documentation gaps and improvements
- Provide CRM platform administrative support whenever applicable

Qualifications:

Education / Experience:

- Bachelor’s degree in Computer Science, Information Technology or a related field, AND
- 2-5 years of relevant experience, OR
- Relevant combination of education and experience
- Preferred:
Experience in client services or technical support roles
- Preferred:
Experience supporting online Ad operations, Ad tech, or SaaS business

Necessary

Skills:

- Demonstrated ability to learn new technologies and effectively translate them into solutions for clients.
- Demonstrated familiarity with web development technologies including Chrome,
- Fire Fox & Safari browsers developer tools, HTML, PHP, JavaScript, and MySQL
- Organized and analytical, able to assess client needs to effectively develop and oversee an effective implementation plan
- Basic to Intermediate knowledge of any CRM platforms and willingness to learn administrative functions within Lotame’s CRM
- Strong business and operational analytical skills
- Strong decision making and problem-solving skills
- Ability to effectively communicate and work across cross-functional teams
- Ability to independently manage and drive personal workload