Senior Associate Systems and Tools

The role

You will be the first point of contact for internal users who need help with Aura and related business tools. You will review, prioritize and resolve support tickets, and escalate complex issues to senior team members.

What you will do

• Serve as first point of contact for internal users needing support with Aura and related business tools
• Review, prioritize and resolve support tickets according to established procedures and service expectations
• Ask appropriate questions, gather relevant information and reproduce issues when possible
• Escalate complex, high-impact or unresolved issues to senior team members with complete and accurate support details
• Follow up with users and confirm requests are resolved before closure
• Provide professional, patient and customer-focused support

Required qualifications

• Bachelor's degree
• Advanced English level (B2–C1)
• Likely 1 year experience
• Strong customer service mindset and willingness to help others
• Clear written and verbal communication skills in a professional environment
• Good attention to detail, organization and follow-through
• Ability to manage multiple requests, prioritize work and meet deadlines
• Logical problem-solving approach and willingness to ask questions and learn
• Comfort working with technology and learning new systems and processes
• Working knowledge of Microsoft Excel, including filtering, sorting and basic formulas
• Ability to work independently while collaborating with colleagues and users
• Ability to stay calm, patient and professional when handling user issues

Benefits

• Competitive medical insurance
• Group retirement plans
• Vision and dental insurance
• Significant paid time off
• Preferential partner discounts
• Employee mental health awareness days
• Access to WPP Media and WPP global networks and learning opportunities
• Employee resource groups and in-office events
• Benefits may vary by office or country

Before you apply

• For Mexico: only Mexican nationals residing in the country or foreign nationals with a valid work permit may apply; remote work from abroad is not permitted
• For Colombia: only candidates residing in Colombia with a valid work permit may apply; remote work contracts do not allow employment or relocation abroad
• Only candidates selected for an interview will be contacted
• Accommodations or flexibility can be discussed with the hiring team during the interview process

About the company

WPP Media is WPP's AI-driven media operating unit, bringing together media, data and partnerships to deliver creative personalisation at scale. It is an equal opportunity employer.