Customer Support Specialist I

About Sovrn

Every interesting company solves important problems for other people.  Sovrn is a Software and Data business that helps Open Web businesses be and remain independent.  We help them understand their business better, operate more efficiently, and make & keep more money.

• We believe in the freedom and free-flow of information.
• We believe the Open Web is the largest source of this information.
• We believe in helping Open Web businesses be and remain Independent.

Through Software products and Data solutions we help our customers:

• Understand their business better, so they can make better decisions
• Operate their business more efficiently, so they can invest in what matters most
• Make (and Keep) more money, so they control their own destiny

About the Team

Our Customer Support team is dedicated to facilitating the advancement of our publishers throughout their onboarding and product integration journey with Sovrn. We provide a comprehensive range of services including technical support, detailed documentation, ad operations, account management, and hands on implementation guidance.

About the Job

As an Entry Level Support Specialist, you will be working directly with website publishers, as well as our sales and accounts teams, to manage both internal and external support tickets. Your responsibilities will include handling basic account inquiries and, over time, advancing to address technical support requests. This position is pivotal in ensuring effective communication and problem resolution. 

What You’ll Be Doing: 

• Communicate effectively with customers, addressing requests that range in complexity across Customer Support, Product Support, Technical Support, and Network Quality.
• Utilize and contribute to our Knowledge Base to enhance information sharing and support efficiency
• Navigate and operate across multiple diverse platforms and user interfaces.
• Analyze data dashboards and publisher data using tools like Looker and MySQL to derive actionable insights
• Stay updated with industry trends and developments to continuously enhance your knowledge and expertise.
• Read, organize, and analyze data sets to formulate recommendations that can be shared both internally and externally.
• Develop and document standard operating procedures for newly implemented processes.
• Handle the management of product integrations, accommodating various levels of complexity.
• Escalate issues to higher support tiers effectively, ensuring clear and concise communication.
• Perform customer success outreach to engage with our longtail segment of publishers, aiming to enhance their experience and satisfaction.

The successful candidate will have:

• Experience in customer service, specifically in a support specialist or service desk role
• Proficiency with Mac OS and Google Office Suite
• Comfortable handling repetitive tasks while maintaining accuracy and efficiency.
• Strong verbal and written communication skills
• Innovative problem-solving skills with a creative approach
• Growth Mindset: We are a growing company and need people who will take initiative, fail fast, and learn from their mistakes  to be successful in the role. 
• Exceptional organizational skills, meticulous attention to detail, ability to meet deadlines, and punctuality
• Dangerous curiosity, with a willingness to ask questions and learn about the company, its technology, and what makes Sovrn an excellent workplace
• Ability to work independently, while also seeking help, direction, or clarification when necessary
• Strong team player with effective communication skills
• Capability to manage multiple tasks and prioritize effectively in a dynamic environment
• Views challenges as opportunities and values continuous learning

Bonus Points:

• Background Computer science
• Experienced with Google Ad Manager
• Proficient in basic HTML, CSS, JavaScript, and SQL
• Additional knowledge of other programming languages is beneficial
• Experience with programmatic advertising, either on the supply or demand side 

Location: This position is designated as hybrid, based in our Boulder, Colorado office. Applicants should be able to commute to our Boulder location as required. #LI-Hybrid

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passi