About Performics:

At Performics, we bring together the best and the brightest of the digital realm to decipher data, uncover stories, and understand why consumers do what they do. The Performics world features math whizzes, storytellers, strategists, and creators, and is a place you can grow professionally, take advantage of bespoke training opportunities and cultivate your own career path.
 

As the original performance marketing agency, we convert consumer intent into revenue for the world’s most admired brands. Across a global network operating in 57 countries worldwide, we create connected and personalized digital experiences across paid, earned, and owned media. RECMA recognized Performics as one of their Top Digital Agency Networks of 2014. Headquartered in Chicago, Performics is a Publicis Media company. To learn more, visitwww.performics.com.

The Product Support Analyst, supporting the Benchtools product, will have an immediate impact in both the near and long term goals of the Product Team, under direction of the Product Manager. In the near term, they will leverage their strong expertise/background in the media space to maintain, enhance, and develop our existing and newer features. The Product Support Analyst will take ownership of the product support process, managing inbound inquiries and issues, communicate updates to end users, escalating to the product and engineering teams, and close the loop upon resolution. The role will assist on projects that will directly impact the product roadmap and new feature development. The Product Support Analyst will take ownership of creating and maintaining training and product documentation for both new team members and users. Additionally, they will also collaborate between cross-functional teams, stakeholders, and users and will require adapt communication skills. The ideal candidate will feel comfortable wearing many hats and driving innovative solutions for difficult problems.
 

Role Objectives:

• Monitor, troubleshoot, and document all support inquiries and issues for product and communicate between end users and internal teams on updates
• Assist product managers on gathering various research data, feature requirements, user and feedback, or roadmap/project updates
• Provide training to users and new team members through product demonstrations
• Create and maintain internal and external product documentation on existing functionality, new releases, known issues, general announcements
• Monitor performance measurements to ensure product and or business process is tracking against goals. Recommend and implement corrective action as needed
• Manage feature request and product enhancement backlog and work with product managers on their prioritization and development
• Ensure all account and user data is up-to-date by facilitating onboarding, billing, and decommissioning processes for the product
• Participate in user and product research to test, evaluate and strategize on opportunities to evolve the product experience
• Stay on top of industry and technology evolution, through partnerships and self-learning, that will directly impact the product and team
• Develop various marketing and user engagement strategies (i.e. email blasts, product roadshows etc.) for products and ensure achievement of all market objectives to generate business value
• Consistently look for opportunities to improve team workflow and processes; ideal candidate will consistently look to transform the organization – expect to fail and consistently learn

• Bachelor’s degree with concentration in business, computer science, marketing, or advertising preferred
• Minimum 1+ years of experience in digital media management and campaign optimization or working in an analyst role for product, media, data, or similar fields
• Operationally minded: strong curiosity and general experience working with business process, business analysis, or project/product management within the digital marketing ecosphere
• Experience as an excellent problem solver; thrives on brainstorming and building innovative solutions that consistently challenges the status quo through critical thinking
• Exceptional organizational and communication skills, both in person and written
• Ability to elicit requirements from others in a constructive manner and collaborate cross-functionally
• Comfortable working on multiple projects at one time and in an environment where priorities may shift due to industry, business, product or user needs
• Experience using workflow or ticket management tools such as Jira or similar
• Project management of offshore team members
• Positive and strong team player with a good work ethic; able to thrive in ambiguity
• Working understanding of an agile framework is optimal
• Positive and strong team player with a good work ethic; able to thrive in ambiguity

All your information will be kept confidential according to EEO guidelines.