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CX Associate

Executive

Mediaocean | Client Services

Who We Are:

Mediaocean is the world’s largest, independent advertising technology company. Our clients include the most successful advertising agencies, media specialists, media owners, and advertisers. Mediaocean’s mission is to enable advertising agencies to leverage the power of technology in a rapidly changing digital landscape. Mediaocean is making this a reality through the creation of global, open and neutral operating systems that will benefit and transform the entire industry.

What You Will Do:

A Customer Experience Associate provides application support for agencies by identifying, researching, troubleshooting, and resolving application questions and issues in regards to our local media platforms.

Responsibilities will include:

  • Monitor, route, and answer incoming support calls, tickets and chats
  • Interact daily with Mediaocean end users
  • Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues
  • Serve as a proficient Associate Analyst for our clients; delving into client and vendor processes, serving as the expert from a functional level
  • Manage and monitor escalated system issues
  • Grow into client-facing responsibility, including 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
  • Participate in independent and team lead knowledge exercises, culminating in platform certification

·         Assisting and supporting system applications by testing and documenting research

  • Work collaboratively with various internal teams to consult or assist in 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 preferable, including media, advertising, business or information technology
  • 0-2 years of administrative, support, or service experience
  • Experience in media buying preferred
  • Experience with agency systems, media/digital accounting 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, Visio and Outlook
  • Sense of energy, pride, and ownership in your performance