Customer Support Agent
- Full Time
Videa (www.videa.tv) is a well-funded start-up under Cox Media Group and Cox Enterprises in Atlanta, GA (Buckhead).
We have JUST REVOLUTIONIZED the way television advertising is purchased and sold by creating a best-in-class, cloud based, automated technology platform. Our supply side platform is the leading solution for local broadcasters and media buying agencies across the US. Media Buyers and TV Advertising sales reps can complete sales/buys in minutes rather than suffer through weeks of back-and-forth calls and emails. The problems we solve are complex and
challenging! We invest heavily in our people and our technology. Our
culture is one of fun meets innovation.
Videa currently has a need for a Media Advertising Customer Support Agent who is responsible for providing superior post sales Level One software/technical support (basic troubleshooting) and questions related to product understanding, definitions and use for our customers: television advertising sales representatives, media buyers and Videa partners around the US. In addition, this person will provide support for internal clients as needed.
The Media Sales Customer Support Agent will connect with our customers via phone, chat, and/or email. Your mission is to deliver a world class support experience to Videa customers while meeting all required SLA’s and helping Videa to drive product adoption.
Knowledge and/or experience regarding TV advertising buy/sales, forecasting, pricing and audience delivery preferred.
- Engage in real-time troubleshooting with customers to
resolve issues and assure
- Use research and all internal resources available to
trouble shoot and assure that customers questions are answered clearly to
assure that transactions go through the system successfully.
- Identify and escalate priority issues immediately.
- Document and maintain customer records, service
tickets, actions taken and discussions in Salesforce.com.
- Perform follow up customer calls where necessary
- Own the customer and the case through to mutually
- Bachelor’s degree preferred.
- Knowledge and/or experience regarding TV advertising
buy/sales, forecasting, pricing and audience delivery preferred.
- Excellent and proven experience with client support
principles and practices (achievements, awards)
- Proficient in relevant computer applications including
Microsoft Office 365, Salesforce.com and/or other related ticketing or CRM
- Excellent listening, verbal and written communications
- Excellent problem analysis and problem-solving skills.
- Must have a strong attention to detail
- Ability to work effectively in a team environment
- Ability to thrive in a fast-paced startup environment
with shifting priorities
- Ability to learn new technologies and processes quickly
- Ability to travel (<10%)
- Ability to work outside normal business hours as necessary
About Cox Media Group
Cox Media Group is an integrated broadcasting, publishing and digital media company. The company’s operations currently include broadcast television stations, radio stations, daily newspapers, and digital sites. Additionally, CMG operates the National Advertising Platform businesses of CoxReps - the country’s biggest television rep firm - Gamut, and Videa. The company also offers a full suite of local and regional advertising services through its Local Solutions and Ideabar businesses. CMG currently operates in more than 20 media markets and reaches approximately 52 million Americans weekly across all platforms. For more information about Cox Media Group, please check us out online at www.coxmediagroup.com.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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