Job Description About Feedonomics As a leading product feed management platform, Feedonomics partners with agencies, brands, and retailers to optimize and list their products on the top ecommerce shopping destinations around the world. What makes us different from other SaaS companies in the space? We manage everything from integration and full-service onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently. Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally. The RoleThe Enterprise Support Specialist I will be responsible for troubleshooting and resolving feed-related issues for Feedonomics enterprise-level clients. They will utilize all elements of data feed optimization, ensuring adherence to Feedonomics and industry best practices and documented methodology to ensure a high level of service delivery. The Enterprise Support Specialist I report to the Enterprise Operations Manager.The Responsibilities Liaise with clients to resolve any feed-related issues that come up after optimization, fulfill clients requests that are related to products and provide insights and suggestions for product feed optimization Provide detailed feedback, performance reports, etc., customized to meet the goals and needs of the client Meet client SLAs Import troubleshooting on all Lite-qualified integration methods Configure and map attributes from a variety of files, including delimited and XML files, custom scripts and API-based platform integrations Transformer troubleshooting and implementations, including Field Execution Order Basic root case troubleshooting between merchant website, channel destination, and data feed Round-robin intake and individual queue management, up to XX requests Timely management of first responses, resolutions, and communications resetting expectations Raise any issues of client database to Manager or Enterprise Feed Manager Manage Ticket queue to effectively meet SLAs Pass-forward by time zone (First response, timely execution where possible) Raising issues to or taking direction from Enterprise Feed managers where account direction or roadmap needs special consideration The Requirements 1 years work experience minimum in a technical support role Customer-focused – Youre obsessed with providing the best experience for candidates and your internal hiring teams Effective communication – Excellent written/verbal communication and customer relationship skills are critical Problem-solving – Resourceful and able to identify and creatively solve problems and improve on current processes Adaptability – Able to easily adapt, learn quickly, and work under pressure in a fast-paced environment Critical thinking – Able to connect ideas, evaluate arguments, find errors and solve complex issues Advertising Channel – Google Analytics, Google Search preferred Coding Languages – Python preferred Bachelors Degree in Computer Science preferred or relevant work experience What’s in it for you? This is a remote position Competitive pay Medical, dental, and vision (VSP) insurance Additional cost saving programs, such as Health Care FSA and HSA, dependent care flexible spending accounts, life insurance, and more 401K retirement plans Family benefits, such as parental leave, newborn sick leave, adoption assistance, and more Unlimited PTO for salaried positions and up to three weeks for hourly employees Monthly half-day Fridays (yes, really) Flexible work scheduling Virtual and in-person team events Philanthropy partnership and volunteer days off Employee resource groups for people of color, LGBTQ, veterans, caregivers, and more Employee assistance programs (a free benefits program that offers counseling services for issues relating to mental health, substance abuse, bereavement, and more) Educational assistance Pet insurance Refer-a-friend bonuses Discounted gym memberships Commuter benefits Powered by JazzHR UQB9hYPtzf