Associate Publisher Operations Analyst

As an Associate Publisher Operations Analyst, you will be responsible for investigating, escalating, and resolving technical issues across a network of over 200 publishers. We’re looking for someone with a can-do attitude, a strong attention to detail, a problem-solving mindset, and a proven ability to learn quickly. In this role, you’ll work directly with clients and publishers, and collaborate with a variety of teams across the company, putting your ability to appropriately present information for various audiences to the test.

• →Become a Listings Specialist –  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
• →Act as a First Responder in Publisher Support – Investigate, escalate, and resolve a diverse range of client issues across the Yext Publisher Network.
• →Be a Client Advocate – Be a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening, and a clear understanding of the needs of our clients
• →Become an expert in the Yext software and the Yext Publisher Network 
• →Be a client-facing representative of Yext 
• →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)

• BA/BS degree or a similar college-level education
• 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 strong ability to communicate issues across departments and with external contacts while using relevant verbiage
• Eagerness and flexibility to learn and contribute to the team
• Preferred: Familiarity with APIs
• Preferred: Basic experience writing scripts to iterate tasks or manipulate data, a plus
• Preferred: Proficiency in languages such as Spanish, French, and/or German is a plus 

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