Platform Analyst, Customer Engagement

Who We Are:

Prisma is the trusted industry platform powering the future of advertising. We connect media, technology, and data to enable marketers and agencies to plan, buy, and measure across all channels—with precision, automation, and intelligence. Our AI-driven solutions optimize workflows, unlock insights, and deliver measurable outcomes for the world’s leading brands and agencies.

What You Will Do: 

The Platform Analyst is gaining foundational knowledge in our products and customers and working toward product certification. 

Responsibilities will include:

• Develop knowledge of Mediaocean solutions, customer environments and associated business practices
• Build subject matter expertise to help fill customer knowledge gaps, guide customers to the use of self-help resources, and reduce support dependence
• Achieve certification in assigned area of focus
• Handles tickets submitted via Chat or Web form for assigned accounts, and other accounts as needed
• Manages or participates in specific project tasks for assigned accounts
• Communicate frequently and effectively with Mediaocean team members regarding customer activities, including support tickets and product feedback
• Learn and utilize standard process and support tools/documents to ensure consistent outcomes, including Smartsheet, SharePoint, Zendesk and Jira
• Participate in mitigating potential customer risks and escalations
• Participate in change management and user adoption post-implementation
• Provide support ticket updates and product feedback to customers as needed (status meetings, etc)

Note - The allocation of time spent on activities (e.g., tickets vs customer projects/meetings) will depend on the needs of the customer and team.

Who You Are:

• 2+ years of relevant experience in customer support, client services, ad tech, media, SaaS, or a related field
• Strong interest in developing product and platform expertise within a customer-facing environment
• Ability to learn complex systems and workflows and work toward product certification
• Clear and professional communication skills (written and verbal), with the ability to explain technical concepts to non-technical users
• Demonstrated problem-solving skills and a customer-first mindset
• Strong organizational and time management skills with the ability to handle multiple tickets, tasks, and priorities
• Comfortable working in support and ticketing environments (chat, web forms, case queues)
• Adaptable, curious, and receptive to feedback in a fast-changing environment
• Proficiency with Microsoft Office; experience with support tools (Zendesk, Jira, Smartsheet, SharePoint) a plus
• Experience with Mediaocean products or advertising/media workflows is a plus, but not required

Why Mediaocean?

• Work-Life Balance: Open Paid Time Off (PTO), Flexible schedule, Company holidays, 12 weeks of paid parental leave (after 6 months of employment)
• Total Rewards: Competitive salary, Full benefits package starting on your first day, Referral bonuses, Recognition awards, 401(k) with company match, Company HSA contribution up to $2,400
• Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), Mental health support, Life & Disability insurance, Family planning & fertility benefits, Pet insurance, Legal & ID theft protection, Retirement planning, Medicare assistance, Employee Assistance Program (EAP), Professional training/Tuition reimbursement
• Wellness Focus: Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes
• Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), Philanthropy & awareness programs, Mentorship programs, In-office and virtual events & celebrations, Various volunteer & donation opportunities, Innovative and collaborative work environment
• For hybrid employees in NYC and Chicago: Enjoy fresh bagels and company-paid lunches in-office twice a week

Our budgeted compensation range for this opportunity is $70,000 - $80,000, commensurate with experience & skills. We are open to fully remote candidates, as well as candidates located near our Chicago or New York City offices who are open to a hybrid work arrangement.

#LI-Remote  

We would hate to miss out on your application because you do not meet every requirement – transferrable skills and education will also be considered, so please do not hesitate to apply! 

Mediaocean recognizes our true strength and value shine when all our team members feel there is space in the conversation for their voices, thoughts, ideas, perspectives, and concerns. Mediaocean is committed to being an equal opportunity employer, and we consider all applicants regardless of their age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.