Resolution Media, Inc. Client Solutions Associate in New York, New York

Client Solutions Associate

Job Title:

Client Solutions Associate

Job Type:

Full-Time

Location:

New York, NY

Job Description:

Client Solutions Associate

Annalect

Junior level position within Annalect, a division of Omnicom Media Group.

Key Responsibilities

  • Provide 1st line support for end users using Annalect solutions via inbound phone calls and email. This would include the following:

o Manage caseload using our in-house tracking system in opening, updating and closing tickets as issues get resolved.

o Document defects using the tracking system and report those defects to our Product and Technology platform teams.

  • Assist Client Solutions Manager (CSM) with the development, implementation and management of tactical project plans for execution.

  • Assist CSM with documentation surrounding requirements-gathering, scope of work and proposals.

  • Collaborate with Product Teams and CSM’s to coordinate training schedules to ensure kick-off trainings meet business objectives and author training documentation where appropriate.

  • Maintain knowledge of current product/solution information via ongoing training.

  • Contribute to internal knowledge base on most frequently asked user questions and provide input on improving processes where applicable.

  • Participate in User Acceptance Testing to ensure solutions meet expectations.

  • Ensure product quality assurance; vet data before products/solutions are released to users; validate data input and output that is processed for any given product.

  • Perform other related duties as assigned.

  • Report into Client Solutions Management, NA Associate Director based in NY office.

  • Liaise closely with the CSM team to support the delivery method process.

Profile

  • Ideally 1 year of experience in a technology support role

  • Strong multi-tasking skills and ability to successfully manage multiple projects at once.

  • Excellent oral and written communication skills to accurately detail and communicate all issues.

  • Proactive attitude with an out of the box thinking approach to problem solving.

  • Mindset for media industry analytics, data and reporting.

  • Ability to work at both detailed and abstract levels.

  • Desire to solve real problems for real users.

  • Has some experience in quality assurance planning and testing.

We are an Equal Opportunity Employer.