Technical Support Consultant - Night Shift at Amperity

Sofia, Sofia City Province, Bulgaria

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Previous experience in a helpdesk or customer-facing role
A consultative mindset with genuine empathy and emotional intelligence
Experience with advertising platforms (e.g., Google, Meta, Salesforce, TikTok)
Exposure to web technologies and related stacks (API, ETL, SQL)
A strong drive to learn and discover new technologies
Outstanding communication skills (written and verbal), with the ability to build trust and rapport
Proficiency in English (additional languages like German are a plus)
Experience with support ticketing systems like Zendesk is preferred
Friendly, approachable personality with excellent prioritisation and multitasking skills
Availability for night shift rotations: three weeks of early-night shifts (5pm - 2am with 1-hour break) and one week per month of night shifts (1am - 10am)

Responsibilities

Act as the primary contact for clients on Adverity's product usage and operational issues
Troubleshoot customer problems for both technical and non-technical users, managing the resolution process to minimise escalations and time-to-value
Serve as an escalation point for complex issues, coordinating with internal teams for effective resolutions, and proactively updating customers on case progress
Provide expert guidance on product functionality and best practices, engaging with customers through various channels to understand their needs
Analyse usage patterns to make recommendations, determine when to guide self-resolution versus implementing solutions, and collaborate to define requirements and propose tailored solutions
Contribute to the knowledge base used by customers and internal teams, validating content for AI support tools and refining documentation based on customer trends
Create and deliver enablement content to educate clients on platform usage

Skills

Technical Support

Troubleshooting

Customer Escalation

SaaS Platforms

Product Guidance

Usage Analysis

Knowledge Base

AI Support Tools

Enablement Content

Customer Service

Amperity

Customer data platform for actionable insights

About Amperity

Amperity provides a customer data platform that helps businesses create detailed and actionable customer profiles by consolidating and cleaning data from various sources. Its main technology, identity resolution, allows companies to take unorganized customer data and transform it into accurate profiles that can enhance marketing efforts, improve customer service, and provide valuable insights. Amperity operates on a subscription-based software-as-a-service model, offering tools for data integration and analytics, along with professional services for implementation. Unlike its competitors, Amperity emphasizes delivering a high return on investment, as evidenced by a Forrester report showing a 993% ROI for its clients. The company's goal is to enable businesses to effectively leverage their customer data for better marketing and operational outcomes.

Seattle, WashingtonHeadquarters

2016Year Founded

$181.9MTotal Funding

SERIES_DCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

100% employee healthcare coverage

Transportation subsidies

A comfortable work environment with plenty of snacks, and other employee experience perks like events and activities

Both in-person and remote

Self-managed PTO

Inclusive environment

Risks

Leadership changes may disrupt operations and client relationships.

Intensifying competition in the CDP market could impact Amperity's market share.

Economic uncertainties may affect client budgets for marketing and data solutions.

Differentiation

Amperity's patented identity resolution technology consolidates disparate data sources effectively.

The company offers a subscription-based SaaS platform for data integration and analytics.

Amperity's AI-powered Customer 360 provides comprehensive and actionable customer insights.

Upsides

Growing demand for first-party data solutions boosts Amperity's market potential.

AI-driven customer insights are increasingly sought for personalized marketing strategies.

The CDP market is expanding with a projected CAGR of 25% from 2023 to 2028.

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