• Handle inbound customer calls professionally and efficiently • Guide customers through the initial claims process with clarity and empathy • Enter and maintain confidential customer information accurately • Resolve routine inquiries and escalate more complex issues when needed • Meet expectations for quality, accuracy, and productivity

• Handle inbound customer calls professionally and efficiently • Guide customers through the initial claims process with clarity and empathy • Enter and maintain confidential customer information accurately • Resolve routine inquiries and escalate more complex issues when needed • Meet expectations for quality, accuracy, and productivity

• Address policyholder service inquiries via phone and email, such as certification, billing, policy modifications, etc. • Document all customer interactions clearly and accurately in our systems. • Meet case volume targets as set by Service Leadership. • Exhibit professionalism in all phone and email communications. • Acquire in-depth knowledge of THREE’s product, processes, and compliance standards. • Collaborate with teammates via phone, email, and Slack to fulfill service requests and exchange knowledge.

As a Technical Support Specialist II, you are the first line of defence in solving customer problems for Smartly.io’s product on emerging platforms (Tiktok, Pinterest, Snapchat, Youtube, Google). You'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our customers. This role comes with great responsibility and requires a variety of skills: you’ll serve as a crucial link, translator and communicator between customers and our equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serving them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be making sure that the problems you address will not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike – exciting times guaranteed! As a Technical Support Specialist II, at Smartly, you will... - Make sure that Smartly.io is known for the best-in-class service globally. - Build technical expertise in non-Meta advertising products including Snapchat, Tiktok, Pinterest, and provide consultative guidance to businesses. - Engage with the technological challenges of the world’s largest online advertisers. - Help launch products including supporting Alpha and Beta programs. - Quickly resolve support and advertiser issues, including campaign performance and product bugs. - Perform tech-heavy investigations. - Analyze, reproduce, prioritize, and document platform bugs. - Improve documentation and help drive education about our platform. - Help cultivate the product feedback loop through your experiences in support. - Act with little direction and work quickly to identify and fix the root causes of problems. - Work with the nicest and brightest teammates in a flat organization We're definitely looking for you, if you have... - Willingness to work late APAC/early EMEA and amenable to working weekend on-call shifts when needed - Confident & independent/self-driven - Passion for technology, very quick to learn new tools and able to independently learn and investigate complex customer queries - 2-3 years technical support experience in a customer facing role, preferably with SAAS technology. Experience in ad tech, online marketing industry highly desirable - A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly. - Experience with JavaScript and SQL with experience conducting troubleshooting by looking at logs. - Knowledge of databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC) highly desirable - Knowledge of modern web technologies highly desirable, like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra and PostgreSQL) - Experience with Intercom or similar preferred - Fluent spoken and written English, and a strong communicator #LI-HYBRID About SmartlySmartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.