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 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
Requirements
Specialist Knowledge/Experience Required
- 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.
Desirable knowledge/skills:
- 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 Desirable:
- 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 and with limited supervision and
- 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
