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Bilingual Product Support Supervisor

Training and Support | Toronto, Ontario, Canada | Full Time

Job Description


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