As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.
Digital Media
- Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
- Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
- Identify, resolve or manage the resolution of system issues
- Troubleshoot platform issue raised by clients or XRs and escalate to the next level if can’t be solved beyond the expertise
- Communicate to other department and teams keeping stakeholders and management informed
- Updating and managing Knowledge base
- Manage escalation process of issues from L1
- Mentor Technical Support Specialists (L1) to help them understand more complex issues / configurations
- Own and track tasks within SLAs
Operational Efficiency
Ensure low error rate – Check material is available for ingestion within SLADocument client issues via phone, email or in person and respond to client within the agreed timelinesEnsure quoting is accurate, timely and follows rate card and discount rules for products and any other services offeredAlways work efficiently and effectively, using correct workflow and work proceduresTesting end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routesMonitor and track TVC distribution to meet client deadlines and Adstream SLA’sManage orders on behalf of clients with view to converting client to direct usage of the system at appropriate timeEnsure all resends and additional fees are charged forAll new clients need to have files tested before first order and cleared to follow the processIn conjunction with Traffic, prioritising Ingest tasks to meet SLA's and customer's requirements.Executing the following tasks in a proficient manner : Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to timeRequirements
Specialist Knowledge / Experience Required
Experience in a relevant position;Experience in software testing and correctionConsistent performance under pressureDemonstrated success at troubleshooting and excellent communication skillsStrong knowledge / skills in at least 4 areas from the list below :No-SLQ (Mongo)Linux / UNIX systemsJSON and XML syntaxRESTFul APIGIT (understanding, work experience)Basic scripting and programming : XML, JavaScript and Bash.Desirable knowledge / skills :
Jenkins (ability to develop jobs)Knowledge of AWS CloudWatch or MS AzureExperience in Confluence apps (Connect, Jira)Message Broker system (AMQ)Work experience with workflow solutionsITIL CertificationFamiliarity with graphics and video editing software Desirable :Familiarity with graphics and video editing softwareKnowledge and experience working with packet analyzer programsBachelor’s degree or equivalent tertiary qualification or certificationITIL Certification People SkillsStrong team player with ability to work with remote and international teamsHighly organized, structured and process-oriented, with great attention to detail, accuracy and consistencySelf-motivation and drive - confidence to work on own initiative and with limited supervision andAbility to effectively prioritize and manage conflicting internal and external tasksPositive, can-do attitude, problem solver, inspiring and drivenAble to communicate effectively at all levels within a large organisationA quick learner who enjoys overcoming challenges, resolving issues or escalating as neededProven relationship building skillsExcellent communication skills, both oral and written EnglishAdditional languages will be beneficialMay be required on occasion to work outside standard working hoursCandidates must be eligible to work and live in the country of employment