Product Support Specialist

The Product Support Specialist will support sales teams and advertisers with the fulfillment of their print-to-web directory products. Primary responsibility is being the point person for customer support via phone and/or email for digital directory products. This person will become a product specialist and the liaison between our online directory vendors, sales teams and advertisers. The Specialist will serve as a project manager communicating project statuses to all levels within the organization. This role is an internal and external customer facing role and the right person has great customer service skills, is organized and can multi-task, has a fine attention to detail, is digitally savvy and can identify ways to maximize operational efficiencies.

Responsibilities Include:
● Primary customer service person for the online directory
● Correspond with sales teams, business owners and vendors
● Maximize internal and external client satisfaction
● Troubleshoot website and ad issues and work to resolve them quickly
● Provide quality assurance, ensuring business representation is correct across all digital platforms
● Project management on the integration of key media partnerships and digital initiatives through:
○ Manage to project plans
○ Collaborate across multiple departments
○ Monitor errors and risks
○ Document progress
○ Ensure milestones and deliverables are met on time
● Routinely communicate quantitative and qualitative project status information in the form of formal briefings, project plans, reports

Qualification Requirements:
● 3-5 years experience in customer service, product support or sales support
● Preferred experience working for a media or digital company
● Website and database competencies
● Problem-solving skills
● General understanding and experience with digital marketing
● Excellent written and verbal communication skills including the ability to present project statuses and propose new opportunities and improvements
● Goal oriented, ability to work independently or in a group, and highly-motivated
● Project management experience with a proven track record
● Familiarity with MS Office products including Word, Excel, Power Point

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