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Client Support Specialist

Entry Level

Mediaocean | Customer Service | Sydney, New South Wales

Working in our Sydney office, the Support Specialist provides application support for agency partners as well as agency vendors by identifying, researching, troubleshooting and resolving application questions and issues in regards to our software platforms for the media and advertising industry.

Responsibilities will include:

  • Monitor, analyse and answer incoming support calls and tickets
  • Interact daily with Mediaocean end users and partners
  • Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues
  • Serve as a proficient analyst for our clients; delving into client and vendor processes, serving as the expert from a functional level
  • Manage and monitor escalated system issues
  • Support our applications by testing our technology and updating support collateral
  • Manage administrative tasks related to supporting system applications
  • Work collaboratively with various internal teams to consult or assist on client-specific projects
  • Comply with internal and external Service Level Agreements (SLAs) and strive to meet and exceed established support metrics
Skills & Requirements

  • Bachelor’s degree in an applicable field, including media, advertising, business, commerce or information technology
  • Media/Advertising industry experience preferred 
  • 1-2 years administrative, support or service experience
  • Preferable experience with creative agency systems, media agency/ seller platforms or related software/applications a plus
  • Excellent attention to detail, demonstrated ability to troubleshoot, problem-solve and manage expectations
  • Strong research and analytical skills
  • Strong interpersonal and communication skills, both verbal and written
  • Ability to efficiently handle multiple tasks and changing priorities in a fast-paced environment
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
  • Sense of energy, pride and ownership in your performance

 

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