Client Support Manager

LOCATION: NEW YORK | JOB TYPE: FULL-TIME

 

At Adverity, we're looking for talented and dedicated people who are adventurous and curious. 

We welcome all: it is the policy of Adverity to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. 

Bring us your personal experience, your perspectives, and your background and join us in driving innovation, growth, and building a culture of trust, collaboration, and excellence. We strongly encourage women, veterans, people with disabilities, people of color, and gender nonconforming candidates to apply.

Adverity will provide reasonable accommodations for qualified individuals with disabilities. Accommodation requests can be made by emailing HR@adverity.com.

 

As a member of the Customer Support team, you will be the first point of contact for our clients on all usage and operational matters concerning the use of Adverity’s products. This role is based in our New York office.

WHY ELSE YOU WOULD LOVE IT HERE

CORPORATE SOCIAL
RESPONSIBILITY
PROGRAM
LEADING TRAINING
& DEVELOPMENT
PROGRAM
20 PTO DAYS FLEXIBLE
WORKING HOURS
A MODERN
AND STYLISH
OFFICE SPACE
401(K) MATCHING
PLAN
HEALTH INSURANCE
+ DENTAL AND VISION
GLOBAL TEAM
BUILDING EVENTS
DIVERSE
GLOBAL TEAM
CUTTING-EDGE
TECHNOLOGY
INCLUSIVE &
COLLABORATIVE
ENVIRONMENT
HYBRID
WORKING MODEL
FREE COFFEE & TEA
ORGANIC FRUIT
20 PTO DAYS
FLEXIBLE WFH
HOURS
A MODERN AND
STYLISH OFFICE SPACE
PENSION PLAN
HEALTH
INSURANCE
GLOBAL TEAM
BUILDING EVENTS
GREAT INTERNATIONAL
& DIVERSE TEAM
CUTTING-EDGE
TECHNOLOGY
FLAT STRUCTURES
A GROWING
COMPANY

What you'll do:

  • Your primary responsibility will be to prioritize and respond to customer inquiries through our ticketing tool (Zendesk)
  • Work with clients to troubleshoot, answer questions, identify and report software issues.
  • Escalate more complex issues to 3rd line support or technical and Client Services teams when required
  • Escalate to Team Lead and Account Managers when an issue may impact the revenue and/or the relationship with the client
  • Communicate progress of issue resolution to the client in a timely manner 
  • Identify recurring client issues and request from Technical Writer to write client-facing entries for FAQ and Help Files
  • Provide application usage instructions in a professional and error-free manner
 

What you’ll need:

  • 2+ years of previous help-desk experience or a client facing role in SaaS companies
  • Outstanding communication skills (written and verbal) via email, as well as on the phone
  • Ability to understand clients’ problems and address solution in the help center
  • Basic understanding of databases, APIs and Python is preferred 
  • Interested in learning and discovering new technologies
  • Friendly and approachable personality with the ability to multitask
  • Prior experience with Zendesk or similar ticketing solutions

Are you ready to apply?

Do you see yourself in this job? Please send us your application outlining why you're a good fit.

We look forward to meeting you!

                            
 
 
Point of Contact
Patrick Weyrer
patrick.weyrer@adverity.com
+43 1 890315549

Adverity is an intelligent data and analytics platform that enables businesses to make insights-driven decisions, faster and easier. Used by marketing, sales and ecommerce teams around the world, Adverity transforms siloed data into actionable insight, reducing the complexity in demonstrating the return on investment on multiple channels.

Since 2015, Adverity drives the marketing intelligence of some of the world’s leading brands and agencies including IKEA, Red Bull, GroupM, Unilever, Omnicom, Barilla, JD Sports and Forbes. Our fast-growing company is headquartered in Vienna and has offices in London and New York.

We at Adverity believe in the power of #OneTeam! Our fast-growing company is headquartered in Vienna and has offices in London as well as New York, but we also support working remotely from anywhere. No matter where you are located and whatever skill set you have - we can achieve more together.

Learn more at adverity.com.