Customer Support Specialist

Media Doc

MISSION

As part of the team coordinating team, your responsibilities include:

Client support (60%)

Understand the media process

Help agencies to use info3plan, our product for entering media plans

Help brands to use info3track, our product for interrogating consolidated media plans

Log all requests or anomalies in a ticketing system and ensure they are successfully resolved

Provide short term workarounds when necessary

Help to improve global adoption of our products

Proactively identify any problems that may arise and communicate with the technical team in order to find the best solution in the shortest possible time.


Functional improvements and testing (35%)

Assist the Product Owners in the design of functional product developments

Write testing schedules to ensure the quality of new product versions

Carry out necessary functional tests

Provide feedback on the design of new product versions

Participate in project follow-up meetings with the client.


Training (5%)

Spread best practice via webinars, small user guides or other communication tools

Host distance training sessions to facilitate the integration of new users.


SEARCH PROFILE

Excellent level in oral and written English

3+ years of customer service experience, ideally in a tech/SaaS environment

Excellent inter-personal and written skills in a multicultural context

Ability to understand business processes related to media planning

Ability to manage time and prioritize activities while respecting deadlines

Ability to engage with technical teams to interpret users' problems

Interest in advertising and media

Thoroughness and consistency