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Customer Experience Analyst



IT, Customer Service, Sales & Business Development
Kuala Lumpur, Malaysia
Posted on Friday, January 5, 2024
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 Analyst provides application support for agencies by identifying, researching, troubleshooting, and resolving application questions and issues in regard to our traditional media, digital, and/or accounting platforms.
  • Responsibilities will include:
  • Monitor, route, and answer incoming support calls, tickets and chats.
  • Interact daily with Mediaocean end users.
  • Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues.
  • Serve as a proficient strategist 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 in client-specific projects.
  • Comply with support metric standards in every category, setting the standard for others.
  • Be a resource for junior team members, able to help them should they require assistance.

Who You Are

  • Bachelor’s degree (or equivalent experience) in an applicable field, including media, advertising, business or information technology.
  • 3-5 years administrative, support or service experience
  • Application expert in a Mediaocean platform
  • Experience with agency systems, media/digital accounting 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 work independently, efficiently handling 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

    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.