User Support Training Specialist

RAPP Chicago is looking for a User Support Training Specialist to join our award-winning Technology team.

WHO WE ARE :

We are RAPP - world leaders in activating growth with precision and empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual's needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that emphasizes personal well-being.

HOW WE DO IT :

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas : connected data, connected content and connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it - ensuring we're able to activate authentic customer connections for our clients.

Part of Omnicom's Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets

YOUR ROLE :

As a DAM User Support / Training Specialist, you will be responsible for delivering expert support, training, and guidance to both internal users within the agency and external users, such as clients, on the effective use of the agency's DAM platform. You will work closely with creative, marketing, and production teams to ensure they can efficiently navigate and utilize the DAM system to access, manage, and share digital assets. Your role will also involve creating training materials, conducting user sessions, and providing continuous support to ensure users are maximizing the DAM system's capabilities.

The ideal candidate will have a strong background in customer support, training, and digital asset management with excellent communication and problem-solving skills. You will act as a key liaison between end-users and technical teams, helping to troubleshoot issues and ensure a seamless experience.

YOUR RESPONSIBILITIES :

User Support and Troubleshooting

• Provide support to users experiencing issues with the DAM system, including login issues, asset search problems, and file management difficulties.
• Troubleshoot and resolve technical issues related to DAM usage, ensuring minimal disruption to daily operations.
• Serve as the primary point of contact for all user inquiries, escalating technical problems to the appropriate IT or DAM system administrators when necessary.
• Document and track user issues and resolutions to build a knowledge base and identify recurring issues or system improvements.
• Monitor system performance and address issues related to asset uploads, metadata accuracy, and user permissions.

DAM System Training & Onboarding

User Access Management

Documentation & Knowledge Base Management

Collaboration with Internal Teams

DAM Best Practices & Process Improvement

Reporting & Analytics

QUALIFICATIONS : Education

Experience

Technical Skills

Soft Skills

Our hybrid work model :

RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees. As such, we have the option to work from home two days per week, if we'd like.

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health / vision / dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $70,000 - $85,000. This range is specific to Chicago and multiple factors are considered in making compensation decisions including, but not limited to : skill set, experience and training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

"As an EEO / Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status."

NOTE : This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.