Bilingual Product Support Analyst at Mediaocean in Toronto, Ontario, Canada

What we need:

A bilingual product support analyst to provide our customers with technical software support

What you’ll do:

• Respond to electronic and telephone-based client inquiries and problems by applying your Mediaocean product knowledge.
• Interview clients to gather information about their inquiries or problems.
• Document support issues in a ticketing system.
• Work internally with technical groups to find resolutions or workarounds.
• Work with programmers to recommend and identify enhancements to the system.
• Participate in on-site client walkabouts and attend client meetings as a product expert.
• Conduct Mediaocean scheduled and ad-hoc training sessions to clients.
• Partner with the account team to handle client-specific projects.
• Execute and document testing for mainframe and PC changes.

What you’ll bring to the job:

• Bilingual in English and French (both written and verbal)
• Demonstrated ability to organize and multitask
• Ability to work independently, problem-solve, and communicate clearly
• Demonstrated leadership and an ability to assume ownership of work
• Ability to develop effective relationships and support the product team on a variety of projects
• Ability to take a holistic approach to project management
• Strong sense of urgency and client-service oriented
• Previous software support experience
• Experience conducting software training
• Strong attention to detail

What we would also like to see:

• College / university degree (preferred)
• Advertising / media experience
• Experience with new and emerging technologies