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Direct Response Media Support Specialist

Entry Level

Mediaocean | Customer Service | New York, NY

What You Will Do:

The Direct Response Support Specialist provides application support for agencies by identifying, researching, troubleshooting, and resolving application questions and issues in regards to our Direct Response platform.

Responsibilities will include:

  • Monitor, route and answer incoming support calls, tickets and live chats
  • Interact daily with Mediaocean end users
  • 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

Who You Are:

  • Bachelor’s degree in an applicable field, including media, advertising, business or information technology
  • 1-2 years’ experience working with Direct Response media
  • Required knowledge of the Direct Response Business workflow
  • Experience working with Telemarketers, and BVS response data
  • Experience with agency systems, media 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