Technical Support Specialist
Job details
Purl Applications Ltd was set up by a small team of Out-Of-Home (OOH) Media professionals in the UK who wanted to help the worldwide Out-Of-Home Media market grow in a better, faster and cleaner way. The Purl SaaS platform is an end-to-end OOH Campaign Planning, Buying, AdServing and Performance Reporting service that enables Media Buyers to activate OOH campaigns directly with OOH Media Owners. The past 4 years have seen the team work with the UK’s biggest media agencies and their world class client brands including Disney, Mondelez, LVMH, COTY, LEGO, LLoyds and Samsung. Purl ensures that hundreds of millions of OOH media spend has gone directly to Publishers/Media Owners rather than on tech-taxes. The ‘Purl Technical Support Specialist’, is a role for someone who provides software and service support for end-users of the Purl Platform. The duties include setting up and supporting the Purl software; troubleshooting customer campaign related problems and monitoring and maintaining the successful planning, buying and delivery of each OOH campaign. The Technical Support Specialist may work remotely but will be expected to work from client or Purl offices up to 3 days per week. This is a great opportunity to learn about all aspects of an advertising technology company directly from the founders and take a key role with our great Agency clients who are transforming the Out-Of-Home industry with every campaign they plan, book and activate. This is an entry level role in the company and would suit someone who is looking to grow into a more senior commercial, creative or technical role in the future. Relevant accredited training will be provided as required. You don't have to be an AdTech or Out-Of-Home Media guru to start this role, but you certainly will be by the time you are ready to move into the next phase of your career. Technical Support Specialist duties and responsibilities The main duties of the Technical Support Specialist will include:
- Troubleshooting and solving Purl software and 3rd party connectivity/API issues
- Educating end-users about how to get the most out of the Purl platform
- Assisting the Purl operations team by taking care of basic tasks like creating user-profiles and monitoring updates and backups
- Responding to issues and requests in a professional manner by delivering on ‘Service Level Targets’ and working on an issue until it’s resolved
- Documenting issues and resolutions and other relevant paperwork
- Helping Purl users complete their immediate work tasks if manual workarounds are required in the event of Purl software being unable to complete a critical campaign task.
- Monitor and collect performance logs from Media Owner and/or Publisher partners
- Establish the Purl technical support process, system and best practice.
- Become an expert on the Purl platform to train and coach new purl users
- Excellent teamwork, as IT systems involve many different professionals with different skill sets and levels of expertise
- Good problem-solving skills and the ability to come up with creative solutions
- Excellent listening skills to establish the issues that users are facing
- The ability to multitask, as they may be working on multiple problems simultaneously
- The ability to work well under pressure and remain calm when things go wrong.
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