Advertiser Support Advisor

Job description

DESCRIPTION

JOB DESCRIPTION
At Amazon we continually look for opportunities to invent on behalf of our customers helping them to find and discover virtually anything they want to buy online. To this end we are building a range of advertising products that enhance customer experience and are integrated with our core eCommerce platform.

A strategically important part of our charter is to build a portfolio of self-service, cost-per-click advertising programs to enable advertisers to engage with customers in relevant ways. Our advertising products include Sponsored Products, Headline Search Ads and Amazon Stores.

The Sponsored Ads, Support and Operations team is seeking a smart, efficient, organized and motivated individual with a history of high performance and leadership to support global escalations from advertisers utilizing cost per click advertising programs on Amazon globally. The Advertiser Support Advisor is the expert of advertising systems products and tools. They will focus on responding to advertiser issues as escalated from internal support teams and will quickly and accurately resolve escalated issues while seeking to invent new ways to improve the advertiser experience. The Advisor will also support other associates as the escalation point and will coach and develop team to ensure adherence to key performance indicators. This individual will be flexible and able to support multiple escalations and issues at once. They will identify recurring issues and drive communication with leadership in case of large scale events.

Summary of Responsibilities
· Becomes a subject matter expert for all Self Service Performance Advertising products.
· Serves as the first point of contact for all seller support, vendor support and sales teams who support and work with Self Service Performance advertisers worldwide.
· Manages a ticket queue and investigates issues escalated from seller support, vendor support and sales teams and driving tickets to resolution by troubleshooting, fact finding and providing the answer or by escalating to product and engineering teams for additional support as necessary.
· Drives down escalation occurrences by enabling first-level responders to resolve issues on their own
· Follows up with product and engineering to ensure that escalated tickets or issues are resolved within a timely manner.
· Identifies large scale issues in ticket queue quickly and escalates to owning engineering teams for resolution.
· Provides all advertiser facing teams with frequent updates on status of large scale issues and crafts approved advertiser facing messaging to be sent to advertisers reactively or proactively.
· Evaluates opportunities for efficiency. Identifies patterns of ticket escalations requiring improved training, blurbs or SOPs.
· Liaise with other departments such as Product and Engineering as required to resolve seller and vendor issues and questions.
· Responsible for performance of site performance to KPIs, acts as an escalation point for associate team.
· Quickly Identify High Severity Incidents drive communication and escalate to leadership as appropriate.

Desired profile

BASIC QUALIFICATIONS

· Minimum of 18 months experience with Amazon or 24 months in a customer service environment, experience within a contact center preferred
· Candidate should already be working as a SME or Advisor
· Demonstrates effective, clear and professional written and oral communication
· Demonstrates excellent time-management skills and the ability to work independently in a fast-paced environment
· Exceptional level of organizational skills
· Must possess strong analytical and problem solving skills
· Strong business judgment
· Operations leadership experience is mandatory, (lead, SME, Advisor, etc.)