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Platform Support Specialist



Customer Service
Posted on Thursday, September 7, 2023

Job ID: r17038

What You'll Do:

The Platform Support team is responsible for providing the first level of support for the internal teams on client-facing tools. You will be well versed with all of Criteo’s internal tools, and as the expert of Criteo’s internal tools, you will ensure to give proper resolution to the queries through chat or tickets. You can also implement your process improvement ideas with the expertise you gain. With exposure to cross-functional teams, your experience and success in this role will set you up for future career mobility opportunities within Criteo.

  • Provide initial assistance to internal teams encountering issues with client-facing tools and platform-related problems.

  • Review bugs related to the tool and escalate them to 2nd level of support or R&D;

  • Assess the severity and urgency of reported issues and prioritize them accordingly for resolution or escalation.

  • Investigate and diagnose platform-related issues by analysing logs, monitoring tools, and collaborating with relevant teams when necessary.

  • Take ownership of and resolve simple to moderately complex platform issues within established service level agreements (SLAs).

  • Work closely with Platform support peers working in the same Region to ensure requests are actioned within SLAs and according to internal process and guidelines;

  • Test new platform features and provide feedback before their release;

  • Identify and escalate critical issues to the appropriate teams, ensuring all relevant information is provided for a swift resolution.

  • Maintain comprehensive documentation of issue resolution processes, frequently encountered problems, and solutions for reference and knowledge sharing.

  • Keep internal teams informed of the status of their reported issues, including progress updates and expected resolution timelines.

  • Discover opportunities for increased automation and operational efficiency and contribute to improve platform functionality;

  • Gather feedback from internal teams regarding platform performance and usability, and share insights with relevant departments for continuous improvement.

  • Stay updated on platform updates and changes, and provide training and guidance to internal teams to prevent recurring issues.

  • Conduct regular quality checks to ensure that the platform support process is effective and efficient.

  • Work in different rotational shifts as you will support APAC, AU, EMEA & US regions; night shifts are required to support EMEA & US regions. Also open to working on the weekends.

Who You Are:

  • 3+ years of experience in Online Advertising field.
  • Experience as a Platform/Product Support Specialist or similar Customer support role within AdOps.
  • Technical proficiency with ad serving methodologies and understanding of ad operations ecosystem.
  • Excellent communication and problem-solving skills
  • Should have the understanding of how CRM systems work
  • Ability to multi-task, prioritize, and manage time effectively
  • Prior experience in a customer support or technical support role is a plus.
  • Should follow the process graph and, in some instances, if required should think out of the box
  • Deadline-driven and willing to work in weekends.
  • Track record of successfully handling challenging situations

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!​

Who We Are:

Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform. At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We work together to achieve our goals, push boundaries, and share successes. All of this supports us in our mission to power the world’s marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.

Why Join Us:

At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We will set you up for success and empower you to have a meaningful impact in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.