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Solution Support Consultant

  • Imagine Communications
  • 23/05/2024
Marketing Media-Journalism

Job Description


Every day, Imagine Communications is delivering billions of media moments all over the world —anywhere, anytime and on any device. We provide end-to-end ad management and delivery solutions that the world’s most successful television, radio, media networks, and service providers rely on to efficiently manage their content and revenue. 

A Bit About The Role

Imagine Communication’s solutions are helping customers optimize inventory and pricing while providing enhanced monetization through targeted delivery.   The Program Manager will work onsite with a strategically important Mexico City (Santa Fe area) client to ensure sound project plans drive on-time deliverables and client success.


The Solution Support Consultant works onsite with a strategically important Mexico City cable broadcast customer helping to optimize the implementation of the Cable  TV Advertising Software. This position reports to a onsite Program Manager.


  • Provide on-site technical/solution supporting a strategic cable broadcast client instillation of advertising rights and scheduling software including:
    • Log & track all support issues into the Imagine support portal.
    • Diagnose, troubleshoot and resolve reported issues, maintaining ownership through completion.
    • Generate report to coincide with contracted SLA’s.
    • Act as the liaison between client users and Imagine Communications Tier 2 & 3 Technical Support teams.
  • Provide client updates & details on product releases (enhancements, fixes & new functionality).
  • Assist client with USA testing for releases in dedicated UAT environment.
  • Update worklfow documents and communicate with client stakeholders.
  • Provide on-site and remote training to users for the LMK Rights & Scheduling Solution.
  • Create, document and deliver training material for customer - new hires, retaining, etc.

About You

  • University degree with 3+ years’ experience in a customer-facing consulting roles.
  • Minimum of 3 years’ experience and knowledge deploying and optimizing enterprise software.
  • Preference for exposure to Broadcast Media (cable TV) Advertising software and knowledge of:
    • Contracts & Acquisitions for Content/Programming Library, Films, etc.
    • Amortization Methodologies
    • Material Traffic & Management
    • Linear and Non-Linear Programing Schedules
    • Enhanced Program Guides
    • Promotions, interstitials
    • Break Management for advertising sales
    • Presentation Scheduling (Transmission Log)
    • Post-Transmission processes
    • Ratings
  • Demonstrated ability to learn complicated software applications
  • Exceptional customer service orientation and willingness to support a 24/7 customer with accessibility.
  • Strong detail orientation and follow-through.
  • Strong interpersonal and communication skills and demonstrated ability to support. customers with excellent technical support.
  • Savvy with MS Suite of software.
  • Excellent written and communication skills. (English & Spanish)


Why Imagine?

Imagine Communications offers a generous benefit package and a strong culture. Employee Wellbeing is a priority for us so all employees and family members have access to Wellness programs like LifeSpeak. Volunteer in your community and we will pay for that too.