Support Analyst, Addressability

WHO WE ARE 

Zeta Global (NYSE: ZETA) is the AI-Powered Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently. Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI. Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world. To learn more, go to www.zetaglobal.com.

THE ROLE

We are seeking a proactive and client-focused Support Analyst to join our growing team and provide exceptional support for our addressability solutions. As a Support Analyst, you will serve as a trusted resource for clients, ensuring smooth onboarding, troubleshooting, and ongoing success with our identity solutions across Web, Mobile App, and CTV environments. 

This role is based in New York and follows an in-office hybrid schedule. You will also attend NYC-based client and internal team meetings as needed. 

RESPONSIBILITIES

• Act as the primary point of contact for clients, delivering timely and professional support. 
• Respond to client inquiries, troubleshoot basic technical issues, and escalate complex problems to senior engineers or product teams. 
• Assist clients with configuration and utilization of addressability solutions, ensuring best practices are followed. 
• Perform basic website troubleshooting, including reviewing browser developer tools and identifying common implementation issues. 
• Query databases for troubleshooting and reporting purposes, and interpret results to provide actionable insights to clients. 
• Translate technical information from Product and Engineering teams into clear, client-friendly language and actionable steps. 
• Monitor client performance and proactively identify opportunities for improvement. 
• Maintain accurate documentation of client interactions, issues, and resolutions. 
• Collaborate with Account Management and Product teams to ensure client satisfaction and smooth solution adoption. 
• Provide guidance and training to clients on platform functionality and addressability features. 
• Contribute to the improvement of support processes, tools, and knowledge base articles. 
• Stay informed about industry trends and product updates to better assist clients. 

• REQUIREMENTS 
• 2+ years of experience in a client-facing support role, preferably in marketing technology or ad tech. 
• Strong communication and interpersonal skills with a client-first mindset. 
• Basic technical knowledge, including: 
  • Understanding of web technologies (HTML, JavaScript basics, browser developer tools). 
  • Ability to query and interpret data using SQL or similar tools. 
  • Familiarity with APIs and data formats (JSON, XML) for troubleshooting. 
• Ability to translate technical concepts into clear, actionable guidance for clients. 
• Strong problem-solving skills and attention to detail. 
• Ability to manage multiple priorities and deliver exceptional customer service. 
• Familiarity with identity or addressability solutions is a plus. 

KEY ATTRIBUTES

• Empathetic and solution-oriented approach to client interactions. 
• Comfortable working in a fast-paced environment with evolving priorities. 
• Collaborative team player with a proactive attitude. 

BENEFITS & PERKS

• Unlimited PTO
• Excellent medical, dental, and vision coverage
• Employee Equity
• Employee Discounts, Virtual Wellness Classes, and Pet Insurance And more!!

SALARY RANGE

The salary range for this role is $85,000 - $95,000 depending on experience and knowledge of our domain. 

PEOPLE & CULTURE AT ZETA

Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.  

We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here:  https://zetaglobal.com/blog/a-look-into-zetas-ergs/ 

ZETA IN THE NEWS!

https://zetaglobal.com/press/?cat=press-releases 

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