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DigitalTurbine Fraud Ops Automation Engineer Germany, Berlin, Berlin 16989653
14.01.2025
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Key Responsibilities:
- User Support:
- Zendesk Mastery and GDPR Compliance: Manage our Zendesk system and optimize workflows and automated responses to enhance efficiency and maintain high levels of customer satisfaction.
- Team Leadership and Quality Assurance: Conduct monthly performance reviews, analyze ticket volume and trends, and ensure adherence to SLAs, and quality guidelines.
- Stakeholder Collaboration: Manage escalated tickets and collaborate effectively with Marketing, Demand and Supply Account Managers, and PR to resolve critical issues, including those impacting brand reputation.
- Fraud Prevention:
- Data-Driven Investigations:Analyze advertiser fraud claims , identifying patterns and trends to mitigate financial risk using python or SQL using cloud based data intelligence platform such as Databricks.
- Investigate complex cases and connect with key stakeholders to strengthen fraud prevention efforts.
- Financial Reconciliation: Maintain accurate records of fraud-related chargebacks with the Accounting team.
- Performance Tracking and Reporting: Manage and track open fraud cases in Jira, ensuring adherence to SLAs and providing key insights to the Business team.
Your Profile:
- Operational Excellence: Proven experience in a customer support or operations role, with a strong focus on efficiency and process improvement.
- Data Analysis Foundations: Demonstrated ability to use SQL for data extraction and analysis. Experience with data visualization tools like Tableau or Excel is a plus.
- Eagerness to Learn: A strong interest in developing data analysis skills and contributing to data-driven decision-making.
- Excellent Communication: Strong written and verbal communication skills, with the ability to collaborate effectively with diverse stakeholders.
- Problem-Solving Mindset: A proactive and analytical approach to problem-solving, with the ability to identify and address issues effectively.
- Bonus Points: Experience with AWS or GCP or Databricks database management is highly advantageous.
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