Specialist, Platform Support, GCOC

What You'll Do:

• Provide initial assistance to internal teams encountering issues with client-facing tools and platform-related problems.
• Assess the severity and urgency of reported issues and prioritize them accordingly for resolution or escalation.
• Investigate and diagnose platform-related issues by analyzing logs, monitoring tools, and collaborating with relevant teams when necessary.
• Take ownership of and resolve simple to moderately complex platform issues within established service level agreements (SLAs).
• Identify and escalate critical issues to the appropriate teams, ensuring all relevant information is provided for a swift resolution.
• Maintain comprehensive documentation of issue resolution processes, frequently encountered problems, and solutions for reference and knowledge sharing.
• Keep internal teams informed of the status of their reported issues, including progress updates and expected resolution timelines.
• Gather feedback from internal teams regarding platform performance and usability and share insights with relevant departments for continuous improvement.
• Stay updated on platform updates and changes and provide training and guidance to internal teams to prevent recurring issues.
• Conduct regular quality checks to ensure that the platform support process is effective and efficient.
• Work in different rotational shifts as you will support APAC, EMEA & AMER regions; night shifts are required to support EMEA & AMER regions. Also open to working on the weekends.
  
  This role is based in either Gurgaon, India or Hyderabad, India.

Who You Are:

• 2+ years in Ad-operations preferrable in campaign troubleshooting
• Basic knowledge in html, JavaScript, SQL preferred (not mandatory)
• Technical proficiency with ad serving methodologies and understanding of ad
• operations ecosystem.
• Bachelor's degree in a relevant field.
• Strong problem-solving skills and analytical thinking.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and meet tight deadlines.
• Prior experience in a customer support or technical support role is a plus.
• Knowledge of ticketing systems and issue tracking tools.
• Ability to adapt to a fast-paced and evolving environment.
• Strong teamwork and collaboration skills.

We acknowledge that many candidates may not meet every single role requirement listed above. If your experience looks a little different from our requirements but you believe that you can still bring value to the role, we’d love to see your application!​

Who We Are:

Criteo is the global commerce media company that enables marketers and media owners to deliver richer consumer experiences and drive better commerce outcomes through its industry leading Commerce Media Platform.

At Criteo, our culture is as unique as it is diverse. From our offices around the world or from home, our incredible team of 3,600 Criteos collaborates to develop an open and inclusive environment. We seek to ensure that all of our workers are treated equally, and we do not tolerate discrimination based on race, gender identity, gender, sexual orientation, color, national origin, religion, age, disability, political opinion, pregnancy, migrant status, ethnicity, marital or family status, or other protected characteristics at all stages of the employment lifecycle including how we attract and recruit, through promotions, pay decisions, benefits, career progression and development. We aim to ensure employment decisions and actions are based solely on business-related considerations and not on protected characteristics. As outlined in our Code of Business Conduct and Ethics, we strictly forbid any kind of discrimination, harassment, mistreatment or bullying towards colleagues, clients, suppliers, stakeholders, shareholders, or any visitors of Criteo. All of this supports us in our mission to power the world’s marketers with trusted and impactful advertising encouraging discovery, innovation and choice in an open internet.

Why Join Us:

At Criteo, we take pride in being a caring culture and are committed to providing our employees with valuable benefits that support their physical, emotional and financial wellbeing, their interests and the important life events. We aim to create a place where people can grow and learn from each other while having a meaningful impact. We want to set you up for success in your job, and an important part of that includes comprehensive perks & benefits. Benefits may vary depending on the country where you work and the nature of your employment with Criteo. When determining compensation, we carefully consider a wide range of job-related factors, including experience, knowledge, skills, education, and location. These factors can cause your compensation to vary.