• Job Description

  Req#: 3013925
  The Support Products & Services (SP&S) team is looking for a Japanese-speaking solutions-oriented and customer obsessed Programmatic Ads Specialist (PAS) to help China and Japan-based advertisers troubleshoot and unblock any self-service display, video, and audio campaign issues within the Amazon Demand Side Platform (ADSP). In this role, you will be responsible for responding to contacts across a variety of troubleshooting topics (campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, and general campaign or account-level questions) within a timely manner, utilizing existing Standard Operational Procedures (SOPs) and your digital advertising knowledge.
  A successful PAS will have a proven track record in successfully interacting with global clients (chat & email) and have a foundational understanding of digital advertising. They demonstrate strong communication skills and can effectively articulate troubleshooting steps to advertisers and agencies. While SOPs and blurbs can be utilized for relevant troubleshooting issues, they will also take advantage of all available resource and foundational digital advertising knowledge to help advertisers find resolution. They will earn trust with advertisers and agencies by diving deep when the issue is unclear or unfamiliar, in order to ensure a satisfactory interaction is provided. They will display curiosity, and will learn and develop deep expertise in ADSP products and recognize when there are operational gaps that require leads or managers to help address them.
  
  
  Key job responsibilities
  Key job responsibilities
  - Responding promptly and accurately to live chat or email support questions, helping the advertiser troubleshoot issues related to campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, or any general questions related to their campaign or account.
  - Providing on-boarding support, explanations of new features, consultation for product usage, and industry best practices to advertisers who reach out through contact us.
  - Analyzing and interpreting data with advertisers to identify campaign improvement areas, root causes, and optimization opportunities.
  - Assisting customers with questions related to product beta participation, capturing customer feedback, and collaborating with program partners to highlight product gaps and opportunities.
  - Escalating any technical troubleshooting issues and surfacing to leadership for wide-spread issue potentially impacting hundreds of advertisers.
  - Identifying opportunities to update existing support documentation and effectively escalating to content specialist.
  - Mentoring new and junior employees to up-level their knowledge of Amazon’s programmatic advertising offerings, and becoming a subject matter expert (SME) for ADSP troubleshooting issues.
  
  
  A day in the life
  The Advertising Support Programmatic Advertising Specialist plays an exciting and important role for Amazon by unblocking issues and complexities for our advertiser via email and live channels. They are comfortable stepping in and handling escalations from our Advertisers. They also support with audit requirements, coaching, training and participate in programs or projects.
  
  About the team
  The Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertisers. Our mental model is that every 1:1 support interaction serves as an opportunity to unblock and drive advertiser success through effective resolution and recommendations that inspire advertisers to take action- 2+ years of programmatic advertising experience
  - Experience with Excel
  - Experience analyzing data and best practices to assess performance drivers
  - Experience in omni-channel marketing, search engine marketing or search engine optimization- Experience in e-commerce or online advertising
  
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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