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Support Specialist

1 month ago

Redmond, United States Insight Global Full time
Job DescriptionJob Description

Duration: 6 Month Contract

Location: Redmond, WA -100% onsite during ramp up - transition to 2 days at home 3 days onsite

 

The purpose of this team is responsible for managing small and medium business customers who advertise on a search engine through paid search ads. They operate an experimentation and incubation space to test programs that support, service, and sell advertising to customers and engage directly with these customers to provide account management and optimization advice. This team also develop documentation and training materials to hand off successful programs to scaled operations, such as call centers. Additionally, the team works on independent project tasks, such as reviewing customer feedback on the ads copilot and collaborating with engineering to improve the tool.

 

Day to Day:

  • Running experiments to test new advertising support and service programs.
  • Developing job aids, training materials, and knowledge-based articles for scaled operations.
  • Reviewing and analyzing customer feedback on the ads copilot to enhance its capabilities and address customer needs.
  • Engaging in project work that includes heads-down, independent tasks like documentation and process improvement.
  • Preparing for and making calls to customers, following up with emails, and using scheduling tools to set up further conversations.
  • Working on job aids and documentation to streamline processes.