Yext
brand visibility platform
AssociatePublisherOperationsAnalyst
“Associate Publisher Operations Analyst at Yext. Skills: Investigating, escalating, and resolving technical issues across a network of over 200 publishers, Client-facing communication and issue resolution, Troubleshooting product and publisher issues, Collaboration with internal teams and external publishers. Investigating, escalating, and resolving technical issues across a network of over 200 publishers.. Master core Yext concepts and continuously learn to stay current in both depth and breadth”
What You'll Achieve.
meeting or exceeding quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (set KPIs)
Industry & Context.
problem-solving mindset; patience to work through complex issues; Troubleshoot reported product and publisher issues to diagnose
What They're Looking For.
Must Have
Experience of 1-2 years in a customer-facing role., Proficiency in Spreadsheet Software, viz, Excel and Google Sheets, with experience writing SQL queries, Comfortable working in a fast-paced environment with multiple priorities and responsibilities, Ability to work quickly and independently, with excellent time management and organizational skills required, Detail-oriented mindset with the patience to work through complex issues, Outstanding interpersonal skills, along with a ability to communicate issues across departments and with external contacts while using relevant verbiage, Eagerness and flexibility to learn and contribute to the team
Nice to Have
Familiarity with APIs, Basic experience writing scripts to iterate tasks or manipulate data, a plus, Proficiency in languages such as Spanish, French, and/or German is a plus
What You'll Do.
and resolving technical issues across a network of over 200 publishers.
Master core Yext concepts and continuously learn to stay current in both depth and breadth for a product that rapidly evolves both internally and externally
and resolve a diverse range of client issues across the Yext Publisher Network.
Be a client-facing representative of Yext
guiding clients through challenging ensuring professionalism
and a clear understanding of the needs of our clients
Become an expert in the Yext software and the Yext Publisher Network
Troubleshoot reported product and publisher issues to diagnose and provide accurate and complete information to our customers
Liaise with Publishers to drive resolution and communicate work status to clients
Work cross-functionally to deliver exceptional service
and ensure we are exceeding client expectations - every time!
Follow complex processes and understand nuances to troubleshoot product and publisher issues
Refer to and help build out internal process documentation
Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
Manage and prioritize multiple inbound requests and drive to completion
Adhere to ticket management strategies and ensure adherence to the SLA
Maintain a focus on excellence by meeting or exceeding quarterly targets
including Quality Assurance (QA)
Customer Satisfaction (CSAT)
and productivity (set KPIs)
How You'll Work.
Team & Collaboration
Collaborate with a variety of teams across the company; Work cross-functionally to deliver exceptional service; Deliver meaningful product feedback to leadership and relevant teams
Communication Scope
ability to appropriately present information for various audiences; ability to communicate issues across departments and with external contacts while using relevant verbiage
Process & Methodology
Manage and prioritize multiple inbound requests and drive to completion
Applying for this Associate Publisher Operations Analyst role?
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