Mediaocean is the mission-critical platform for omnichannel advertising. With more than $200 billion in annualized media spend managed through its software, Mediaocean connects brands, agencies, media, technology, and data. Using AI and machine learning technology to control marketing investments and optimize business outcomes, Mediaocean powers campaigns from planning, buying, ad serving, and creative personalization to analysis, optimization, invoices, and payments. Mediaocean employs 1,500 staff across 30 global offices and supports over 100,000 people using its products.
Mediaocean was recently named #1 ad tech company in AdAge Best Places to Work. Visit www.mediaocean.com to learn more, or check us out on LinkedIn, Glassdoor, Facebook, or Twitter.
What You Will Do:
The CX Analyst provides application support for agencies by identifying, researching, troubleshooting, and resolving application questions and issues in regards to our traditional media, digital, and/or finance and accounting 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 strategist 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 in client-specific projects
- Comply with support metric standards in every category
Who You Are:
- Bachelor’s degree (or equivalent experience) in an applicable field, including finance, media, advertising, or business
- 3+ years media agency, finance, customer support or service experience
- Experience with agency systems, accounting platforms, 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 work independently, efficiently handling 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
Why Mediaocean?
With intentional career-pathing, there are several options for growth and development within the Customer Experience team:
- Join a team that has great comradery
- Healthy work/life balance within this role and team, especially while currently working remotely
- Opportunity for an autonomous role so you can really grow and develop at your pace, but also are provided strong support from management looking to help you develop
- Gain experience with the core system of record for the ad tech industry
- Professional development opportunities within our Learning & Development programs
- Belong@Mediaocean affinity-based groups of colleagues to create community
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Last updated on Apr 21, 2022