As a Tech Support Engineer, you’ll have a chance to hone your skills, as well as develop entirely new ones as part of an open-minded, reliable, relaxed, but always professional and strongly motivated team of like-minded people. We offer you a chance to become an expert in building and supporting content platforms for important players in the online video streaming field, and play a vital part in creating and supporting their streaming services.
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Broadcaster Success Specialist (Technical Support L3)
Date Posted: 06-12-2022
Level: Mid Level
Responsibilities
RESPONSIBILITIES
- Manage any client onboarding and offboarding projects, and ensuring proper resolution to any platform-related issues that serve as blockers for meeting deadlines for product launch, as well as manage client expectations and coordinate with internal teams on every step of the project
- Responsible for managing any day-to-day client escalations typical to 2nd line of technical support for business partners. These responsibilities primarily involve content configuration on Client's backend, as well as managing any issues or bugs escalated by our clients, and resolving them within the service level agreement timeframes.
- Investigate, diagnose, troubleshoot, and correct issues relating to platform layout and software configuration - your ultimate objective is to provide the highest level of support to our business clients and partners, and ensure a flawless user experience
- Setting up and managing documentation relating to client onboarding and offboarding projects
- Ensuring that all of the project steps have been completed
- Tracking project deliverables and timelines with the use of Gantt charts
- Tracking any open issues and client requests that will emerge over the course of the project
- Ensuring proper resolution to any platform-related issues that serve as blockers for the product launch
- Managing expectations and coordinating with Account Manager for any business-related inquiries
- Handling any incoming technical support incidents, requests, and changes via ticketing system (Zendesk).
- Identifying, reproducing, troubleshooting and resolving problems using available systems and tools, in accordance with the documented service level agreements, processes, and guidelines.
- Investigating potential workarounds and managing expectations to maintain client satisfaction.
- Following established escalation and notification paths where the problem cannot be resolved through initial troubleshooting.
- Monitoring and managing critical incidents for broadcasters and/or platform outages, using established processes.
Qualifications
QUALIFICATIONS
- English: minimum B2 (Upper-Intermediate).
- Good written and verbal communication skills.
- Strong understanding of work processes within a technical environment.
- Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
- Ability to present complex information in a clear, concise manner.
- Ability to multitask, prioritize, and be detail-oriented.
- Ability to take initiative and be proactive.
- Ability to cope under pressure and work within strict deadlines.
- Bachelor's degree in Computer Science, Computer Technology, and/or any related technical discipline.
- Prior experience in software technical support, software development, or SaaS (software as a service) companies.
- Prior experience working with environments:REST API, SQL, Database
- Management Tools, PHP, Windows Command Prompt/MacOS Terminal, DevTools (Chrome, Firefox etc.)
- Prior experience in supporting OTT products, E-commerce, and/or Online Video Media
- Proven excellence with client-facing activities passion for customer satisfaction and the ability to manage customers needs and expectations.
- Any other experience with customer retention tools in a customer-centric organization, and a good understanding of a cloud-based software environment
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.