Support Specialist

Mediaocean New York , NY 10007

Posted 7 months ago

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

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Support Specialist

Mediaocean