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Technical Support Specialist - L1 & L2
XR Extreme ReachKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionEnsure a low error rate by verifying material is available for ingestion within the SLA. Document client issues via phone, email or in person and respond within the agreed timelines. Ensure quoting is accurate, timely and follows the rate card and discount rules for products and any other services offered. Work efficiently and effectively, using correct workflows and procedures. Test end-to-end for TV or Broadcast products; report thoroughly back to IT & Business Solutions or other agreed escalation routes. Monitor and track TVC distribution to meet client deadlines and Adstream SLAs. Manage orders on behalf of clients with a view to converting the client to direct usage of the system at an appropriate time. Ensure all resends and additional fees are charged where applicable. All new clients need to have files tested before first order and cleared to follow the process. In conjunction with Traffic, prioritise Ingest tasks to meet SLAs and customers' requirements. Execute tasks proficiently : FTP and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; and other tasks as they become relevant to the role. Experience in a relevant position. Experience in software testing and correction. Consistent performance under pressure. Demonstrated success at troubleshooting and excellent communication skills. Strong knowledge / skills in at least 4 areas from the list below : No-SLQ (Mongo). Linux / UNIX systems. JSON and XML syntax. RESTFul API. GIT (understanding, work experience). Basic scripting and programming : XML, JavaScript and Bash. Jenkins (ability to develop jobs). Knowledge of AWS CloudWatch or MS Azure. Experience in Confluence apps (Connect, Jira). Message Broker system (AMQ). Work experience with workflow solutions. ITIL Certification. Familiarity with graphics and video editing software. Knowledge and experience working with packet analyzer programs. Bachelor's degree or equivalent tertiary qualification or certification. ITIL Certification People Skills. Strong team player with ability to work with remote and international teams. Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency. Self-motivation and drive; confidence to work on own initiative with limited supervision. Ability to effectively prioritize and manage conflicting internal and external tasks. Positive, can-do attitude, problem solver, inspiring and driven. Able to communicate effectively at all levels within a large organisation. A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed. Proven relationship building skills. Excellent communication skills, both oral and written English. Additional languages will be beneficial. May be required on occasion to work outside standard working hours. Candidates must be eligible to work and live in the country of employment.
Base pay range
MYR4,500.00 / yr - MYR9,500.00 / yr
This range is provided by XR Extreme Reach. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Overview
As a key member of the Technical Support team, this role is focused on receiving and processing files to a quality that meets the specifications of the destination, within the SLA.
Responsibilities
- Keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
- 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 issues raised by clients or XRs and escalate to the next level if they cannot be solved within the current expertise.
- Communicate with other departments and teams, keeping stakeholders and management informed.
- Update and manage the 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
Required Knowledge / Experience
Desirable knowledge / skills
Location
Petaling Jaya, Selangor, Malaysia
Seniority level
Associate
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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Technical Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia
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