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Support Specialist

Entry Level

Mediaocean | Customer Service | Chicago, IL

 The Lumina Support Specialist provides application support for agency and advertiser partners by identifying, researching, troubleshooting, and resolving application questions and issues in regards to our media planning and research platforms.

 

Responsibilities will include:

  • Monitor, route and answer incoming support calls, tickets and chats
  • 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
  • Participate in on-site client support to ensure end users are confident and knowledgeable on our systems
  • 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 SLAs and strive to meet and exceed established support metrics
Skills & Requirements

  • Bachelor’s degree in an applicable field, including media, advertising, business or information technology
  • 0-2 years administrative, support or service experience
  • Bilingual; fluent English and Spanish preferred
  • Experience in working in the media industry preferred
  • Experience with agency systems, planning software, or related software/applications a plus
  • Experience working in Zendesk or Jira
  • 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