Summary
Join our Technical Support team as a key member, responsible for receiving and processing files within SLA, advocating for customer needs, and troubleshooting system issues.
Requirements
- 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
Responsibilities
- 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
- Ensure low error rate – Check material is available for ingestion within SLA
- Document client issues via phone, email or in person and respond to client within the agreed timelines
- Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered
- Always work efficiently and effectively, using correct workflow and work procedures
- Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes
- Monitor and track TVC distribution to meet client deadlines and Adstream SLA’s
- Manage orders on behalf of clients with view to converting client to direct usage of the system at appropriate time
- Ensure all resends and additional fees are charged for
- All new clients need to have files tested before first order and cleared to follow the process
- In 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 time
Preferred Qualifications
- 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
Benefits
May be required on occasion to work outside standard working hours
