Customer Experience Analyst

Employer: Mediaocean Canada Limited
Position: Customer Experience Analyst
Terms of Employment: Full-time / Permanent
Location: Halifax, Nova Scotia
Employment Address: 1567 Argyle Street, Unit 2 and 3, Halifax, NS B3J 2B2
Hours of Work: 35 hours/week
Language: English
Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy.
Salary: $65,000-$75,000 CAD per annum depending on experience.
Contact: Please send resumes to careers@mediaocean.com and include “Customer Experience Analyst” in the email subject line.

Overview/ Who we are:
Mediaocean is the world’s largest, independent advertising technology company. Our clients include the most successful advertising agencies, media specialists, media owners, and advertisers. Mediaocean’s mission is to enable advertising agencies to leverage the power of technology in a rapidly changing landscape. Mediaocean is making this a reality through the creation of global, open, and neutral operating systems that will benefit and transform the entire industry.

Duties:
The Customer Experience Analyst will provide application support for agencies by identifying, researching, troubleshooting, and resolving application questions and issues regarding media and accounting platforms.
 Applying your knowledge of Mediaocean application support with relevant system knowledge and technical troubleshooting abilities
 Reproducing, diagnosing and resolving user issues of moderate complexity concerning system use
 Communicating with users and serving as a proficient specialist for our clients to delve into processes and serving as the expert from a functional level
 Supervising and mentoring junior team members with expertise and confidence
 Working with key contacts from Account Management, Product, and Development while building strong relationships within Mediaocean
 Consulting user guides, technical manuals and other documents to research and implement solutions
 Providing advice and training to users in response to identified difficulties
 Providing business systems, network and Internet support to users in response to identified difficulties
 Collecting, organizing and maintaining a problems and solutions log for use by other technical support analysts
Requirements:
• College courses or completion of a college program preferred
• 2-5 years of administrative, support, or service experience
• Ability to ensure strong customer satisfaction for ticket and on-site support interactions
• Ability to multi-task demonstrated by balancing multi-system support metrics along with minimal project work
• Ability to meet and often exceed support standards
• Excellent attention to detail and demonstrated ability to troubleshoot, problem-solve and manage expectations
• Strong research and analytical skills
• Strong interpersonal and communication skills, both verbal and written
• Demonstrated ability to retain knowledge and apply learnings towards client needs
• Proficiency in Microsoft Word, Excel, PowerPoint, Visio and Outlook
• Sense of energy, pride, and ownership in your performance