Marketing Technical Support Specialist

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Job Summary:
We are seeking a detail-oriented, technically savvy, and client-focused Marketing Technical Support Specialist to join our team. This role will be essential in guiding new clients through the onboarding process, ensuring they complete the necessary steps to set up their Meta and Google advertising accounts. The ideal candidate will have experience in a digital marketing agency environment, particularly with Meta Business Suite (Facebook and Instagram) and Google Business Profile. You wil be the go-to point of contact for clients during their onboarding journey, providing expert guidance via email, phone calls, or screen-sharing sessions to ensure they feel confident and well-supported.

Key Responsibilities:
Client Onboarding Support:
Ensure new clients successfully complete all required onboarding steps, including necessary forms, integrations, and technical setups to run Meta ads and optimize their Google Business Profile. Provide clear, step-by-step guidance and support to ensure clients are set up for success. This includes email communication and one-on-one calls to help simplify complex processes and provide clear solutions, ensuring a seamless experience for clients.

Meta Setup:
Walk clients through connecting their Facebook Page, Instagram Profile, and Meta Business Suite.
Guide clients on setting up two-factor authentication (2FA), phone number verification, and adding payment methods (credit card).
Facilitate the sharing of permissions and roles within Meta Business Manager.
Assist clients in troubleshooting common setup issues via screen-sharing or direct intervention.

Google Business Profile Setup & Optimization:
-Guide clients through the process of setting up or claiming their Google Business Profile, ensuring they can successfully connect their business with their Google account.
-Assist clients in verifying their Google Business Profile, including phone number and business verification, email confirmation, and addressing any potential verification issues.
-Walk clients through the process of optimizing their Google Business Profile by ensuring accurate business information (hours, address, website, etc.), adding photos, and encouraging the generation of customer reviews.
-Provide insights on how to use Google Business Profile tools to improve local SEO and visibility in search results.

Online Store Configuration:
-Partner with Client Success Managers to assist clients in configuring their online stores, including setting up product listings, integrating payment gateways, and ensuring the store is ready to take orders.
-Ensure online stores are set up for optimal performance, including troubleshooting issues related to inventory management, checkout processes, and product visibility.

Marketing Strategy Presentation:
-Follow SOPs to research and personalize a marketing strategy presentation to share quick wins and provide an overview of our services.

Marketing Program Knowledge:
-Address basic client questions about how our marketing programs work, what to expect, and how to optimize their campaigns.Stay updated on changes in Meta advertising tools, Google Business Profile, and related platforms to provide accurate and timely support.
-Provide feedback and insights from clients to improve our onboarding and support processes.

Documentation and Reporting:
-Ensure all client interactions are well-documented and report on onboarding progress, client issues, and outcomes to the Client Success Manager.
-Execute processes that utilize the data gathered during onboarding to support other teams to personalize their marketing strategy.

Skills & Qualifications:

Experience:
-2+ years of experience in a digital marketing agency or similar environment, with a focus on onboarding clients for Meta (Facebook and Instagram) ad setups and Google Business Profile optimizations.
-Proficient in Meta Business Suite, including Facebook Ads Manager, Instagram Profile, Meta Business Manager, and Google Business Profile setup/optimization.
-Strong technical understanding of the Meta ecosystem and Google Business Profile, including account integrations, permission management, and business verification.

Communication Skills:
-Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a simple, clear, and approachable manner.
-Comfortable conducting client-facing calls, screen shares, and providing written instructions.

Problem-Solving Skills:
-Strong analytical and problem-solving skills with the ability to quickly identify issues and provide solutions in a calm and efficient manner.
-Ability to manage multiple client setups at once while ensuring high levels of customer satisfaction.

Attention to Detail:
-Detail-oriented, ensuring accuracy in every step of the onboarding process and client setup.

Problem-Solving:
-Ability to troubleshoot and resolve technical issues clients encounter during the setup process for both Meta and Google accounts, leveraging your technical expertise to deliver fast and effective solutions.

Quick Learner:
-Ability to quickly learn and adapt to new tools, technologies, and marketing strategies, and become an expert in our specific marketing programs.

Tech-Savvy:
-Comfortable with a variety of software tools and platforms; experience with CRMs, project management tools, and screen-sharing software a plus.

Preferred Qualifications:
-Experience working with small to medium-sized businesses on Meta and Google advertising campaigns.
-Familiarity with other digital marketing platforms and tools.
-Previous experience working in a client support or customer service role within a marketing agency.

To apply, please click on the link below:
https://jobs.ashbyhq.com/Moxie/e2cf33a4-58ed-4e62-85d9-3bdd042f1e3a