Platform Support Specialist

An exciting opportunity has become available to be part of our fast-growing team and to be a key part of the Technology & Innovation function. This role provides an outstanding opportunity to join a growing global integrated marketing advisory and will provide an ambitious individual with valuable experience for progression and development.

The Company

mediasense is a global, independent advisor that brings the clarity, connection and confidence modern marketers need to fuel growth. We help marketers eliminate waste and maximize the impact of their most significant investments at scale. Our ambition is to define and own an entirely new category – recognized as the world’s most trusted, independent and impactful marketing advisor. We do this by elevating how clients operate, how agencies deliver, how platforms perform, and how all parts of the ecosystem connect. Because progress doesn’t happen in isolation, it takes alignment, intelligence, and trust. That’s what we enable. That’s what we stand for. That’s Unified Marketing Intelligence.

mediasense is designed around how we help marketers optimize and transform through best-in-class structure and governance (Organization), partners and platforms (Ecosystem), governance and controls (Assurance), and measurement and effectiveness (Science). We have the proven ability to effectively support large, complex organizations and deliver multiple projects simultaneously. As evidenced through our strong track record with clients, we pride ourselves on the consistent high quality of service delivery and the ability to accelerate transformation and growth.

mediasense has over 200 employees across London, New York, Singapore and New Delhi.
For more information, visit www.media-sense.com

The Role

This role is for Platform Support Specialist, based in Gurugram. This role will report into the VP, Platform Management Lead

The role itself will involve a range of activities including:

• End User Training & Education
  
  
  
  • Conduct live and virtual training sessions to educate users on “enablement”(product) features, best practices, and new updates
  
  
  • Develop and deliver onboarding programs for new users to ensure a smooth start with the product
  
  
  • Create and maintain user guides, training materials, and knowledge base articles for self-service learning
  
  
  • Assist users in becoming self-sufficient by guiding them through available resources and self-service tools
  
  
  
  


• Support & Troubleshooting
  
  
  
  • Respond to user inquiries via phone, email, chat, or ticketing systems, providing timely and accurate solutions to basic product issues
  
  
  • Diagnose and resolve straightforward technical problems, escalating complex issues to Tier 2 support (Business Analyst and engineering and development teams) when necessary
  
  
  • Log, track, and document support cases and resolutions in the support system
  
  
  
  


• Engagement & Feedback
  
  
  
  • Gather user feedback during training and support interactions, and relay insights to platform management and development teams for continuous improvement
  
  
  • Promote product features and encourage adoption of new functionalities through educational outreach
  
  
  
  


• Collaboration & Communication
  
  
  
  • Work closely with the head of platform, business analyst, engineering, and client / service delivery teams to stay updated on product changes and ensure accurate information is shared with users
  
  
  • Maintain professional, courteous, and clear communication with all users and team members
  
  
  
  

The Candidate

The ideal candidate will have the following:

• Strong communication and presentation skills for delivering effective training and support


• Customer service orientation and a proactive approach to user education


• Ability to explain technical concepts in simple, user-friendly language


• Experience with help desk or support ticketing systems is a plus


• Familiarity with creating user documentation and training resources

What We Offer

• Hybrid working


• Initial holiday allowance of 27 days per year


• Day off for your birthday


• Work from any location in the world up to 4 weeks per year


• Company bonus scheme


• Employee referral bonus


• New business bonus scheme


• Personal Bupa health insurance from Day 1


• Employee Assistance Programme
  


• Frequent social events


• Performance Recognition & Length of Service awards


• Learning & development opportunities