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Customer Experience Associate

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 Customer Experience Associate is responsible for driving customer satisfaction by providing best-in-class service to our clients. In this role, you will identify, research and resolve application issues reported by clients. If you are looking for an opportunity to work cross-functionally within the Mediaocean organization, this is the role for you. #LI-Hybrid

Responsibilities will include:

Interact daily with Mediaocean end users, including planners, buyers, traffickers and 3rd party vendors
Receive incoming questions and issues via our support portal, chat, email and phone, and use Mediaocean tools and resources to categorize, prioritize and record troubleshooting steps and service communication
Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues
Serve as a proficient analyst for our clients; delving into client processes and 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
Partner with various Mediaocean departments to consult or assist on client-specific projects

Who You Are:

Bachelor’s degree in an applicable field, including media, advertising, business or information technology
1-2 years administrative, support or service experience
Experience with agency systems, ad servers or related software/applications a plus
Proven ability to meet and exceed expectations in work or school responsibilities
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

Why Mediaocean?

Full healthcare benefits (PPO & CDHP medical plans, dental, and vision) & 401k
New parents are offered six weeks paid leave
Open PTO; vacation/sick/religious observances/philanthropy opportunities
Professional development opportunities within our Learning & Development programs
Belong@Mediaocean affinity based groups of colleagues to create community
All of these benefits/perks are effective on the date of hire

We would hate to miss out on your application because you do not meet every requirement – transferrable skills and education will also be considered, so please do not hesitate to apply!

Mediaocean recognizes our true strength and value shine when all our team members feel there is space in the conversation for their voices, thoughts, ideas, perspectives, and concerns. Mediaocean is committed to being an equal opportunity employer, and we consider all applicants regardless of their age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.

If you're an existing Mediaocean employee and would like to submit a referral, click here.

By Mediaocean

To build open, intuitive, universal enterprise software solutions for the global advertising community. Our vision is to use the power of technology to unleash the full potential of global marketing.

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FUNDING

Private

INDUSTRY

Enterprise Software & Network Solutions

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in New York, NY

DATE POSTED