Interact daily with end users, including IT teams, and 3rd party vendors, via email and phone/screenshare
- Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues.
- Maintain an understanding of clients, products, and services.
- Maintain a comprehensive understanding and support the back-end applications suite, specifically versions of Spectra in NA/EMEA, Prisma globally, and provide support related to API and FTP issues.
- Work closely with different internal teams globally, both on the resolution of support issues as well as communication on key projects and system issues
- Comply with internal and external SLAs and strive to meet and exceed established support metrics.
- Manage and monitor escalated system issues.
- Flexibility to work on various shifts as needed to support our clients globally.
- Understand how clients consume and use data, and work with internal teams to anticipate and execute on our clients unique needs
- Collaborate with internal teams to complete client-related projects
- Gather and prioritize Key Performance Indicators and report to upper management.
