Direct Response Media Support Specialist
New York, NY

Job Description

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