Technical Support Specialist

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.