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

What we need

Mediaocean, the acknowledged leader in systems and software for the advertising industry, is looking for a bilingual product support supervisor to join our Toronto team.

What you’ll do

• Respond to electronic and telephone-based client inquiries and problems by applying product knowledge.
• Document support issues in a ticket system.
• Work internally with technical groups to find resolutions or workarounds.
• Work with programmers to recommend and identify enhancements to the system.
• Lead the support team in meeting service delivery standards.
• Become the team subject-matter expert and act as an escalation point for complex issues.
• Provide coaching and mentoring to achieve goals and maintain service levels.
• Manage phone and training schedules and shift resources as necessary.
• Review call reporting to identify trends and involve account team as needed.
• Represent product support team in internal meetings.
• Participate in on-site client walkabouts and attend client meetings as a product expert.
• Conduct scheduled and ad hoc internal and external training sessions.
• Partner with account team to consult and work on client-specific projects.
• Execute and document application testing.
• Work with other departments to accomplish company objectives.

What you’ll bring to the job

• Bilingual in English and French (both written and verbal)
• Proven leadership for team members
• Strong attention to detail
• Ability to work independently on high-level problem-solving, i.e., break down issues, eliminate extraneous details, understand pitfalls, call on appropriate resources, summarize and understand relationships
• Exceptional customer service skills including conflict resolution
• Must be able to stay organized and shift the priorities of the team as needed
• Excellent oral and written communication skills
• Take ownership and be accountable
• Ability to develop effective relationships, both internally and externally
• Possess a sense of urgency and be client service oriented.
• Experience conducting training / adult education

What we’d also like to see

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