Client Support Analyst

Who we are DoubleVerify is the leading independent provider of marketing measurement software, data and analytics that authenticates the quality and effectiveness of digital media for the world's largest brands and media platforms. DV provides media transparency and accountability to deliver the highest level of impression quality for maximum advertising performance. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital ecosystem, helping to build a better industry. Learn more at www.doubleverify.com . What you’ll be doing: As a Client Support Analyst, your role involves delivering top-notch technical support to customers through various channels, such as the Freshdesk ticketing system and Zoom calls.. You'll tackle intricate queries on product functionality and usage, acting as the vital link between our company and customers. Your responsibilities extend to conveying valuable customer feedback to our product development staff. It is crucial to have a proficient understanding of operating environments and a basic knowledge of product functionality,  Your key responsibilities include: Demonstrate expertise in Microsoft Office (particularly Excel) and Windows Applications, coupled with a profound understanding of web and networking technologies. Employ a meticulous approach to verify and identify issues, distinguishing between legitimate technical product flaws and simple user training deficiencies. Engage extensively with existing customers, skillfully troubleshooting technical issues and providing effective solutions. Conduct training sessions with customers to enhance their understanding of the product, contributing to an improved user experience. Act as a central communication hub, fostering collaboration between the internal engineering team and customers to identify unaddressed needs. Play an integral role in special projects, providing valuable support during new product installations. Ensure the resolution of customer issues, diligently overseeing that they are brought to a satisfactory completion by the appropriate internal team member. Maintain an up-to-date database with the latest customer contact information, ensuring effective communication. Analyze Publisher and Agency Ad Performance reports, identifying discrepancies, and promptly escalating issues to developers. Collaborate in the testing of new versions of product software, contributing to the enhancement of our offerings. Proactively keep customers informed about problem resolutions, with a keen focus on retention and the potential for positive references. Identify opportunities for possible improvements related to work processes and tools, contributing to the ongoing refinement of our operations. Who you are: To thrive in this role, you should: Hold a Bachelor's degree from an accredited institution. Embrace a customer service mindset when interacting with end users. Possess a minimum of two (2) years of experience in providing technical support to end users. Must demonstrate strong critical thinking, decision-making, and problem-solving skills. Must be comfortable in navigating through ambiguity with the ability to "learn on the fly." Experience in digital advertising is a plus!  Must take your work seriously, be able to manage multiple priorities and meet deadlines  Maintain a professional demeanor when dealing with clients and internal teams. The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV. The estimated salary range for this role based on the qualifications set forth in the job description is between $54,000 - $96,000. This role will also be eligible for bonus/commission (as applicable), equity, and benefits. The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted. Not-so-fun fact:   Research  shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!