Technical Support Specialist

Broadcaster Success Specialist provides the highest level of support to clients and end users through an omni-channel (email, chat and phone) approach, creating a frictionless and flawless user experience. They work closely with the US/EU teams and handles technical inquiries from clients while explaining the usability and functionality of the Client's API. They also diagnose client problems and help them maximise the usage of the Client's platform by addressing troubleshooting concerns, identifying trending issues, performing root cause analysis and proactively managing all inquiries.

• Respond to issues coming from first line support and endorse it to the Technical support / 2nd line support
• Identify the cause of reported issue
• Explaining the usability and functionality of the API
• Take ownership of resolving the issue
• Resolve the issues that can be solved quickly (by one-time scripts, configuration change, reference to documentation etc.)
• Pass remaining items to 3rd line support
• Follow up on resolution of 3rd line items
• Report the resolution to requester
• Develop and improve existing technical documentation to proactively address client contacts
• Provide technical support for large scale live events
• Provide Customer Success team training sessions on technical content to improve knowledge sharing within the organisation and drive innovation
• Deliver excellent service to user contacts and ensure compliance to escalation processes
• Support technical projects
• Successfully deliver Client implementations
• Find and thoroughly describe the application of APIs and modules into Client application landscape
• Coordinate the big events
• Plan, assess and coordinate all activities related to client launches,
• Know the APIs and platform to be an expert to the Sales Team and provide pre-sales assistance and tech scope
• Propose changes to the platform in cooperation with the Product team

• Candidate must have a Bachelor's degree in Information Technology or any related field
• High understanding and utilization of web browser developer tools
• High level of experience with Zendesk ticketing tool - email and chat
• The candidate for this role must have excellent written and verbal communication skills
• Must have a clear understanding of APIs and SDKs and how they should be applied
• Must be familiar with SQL and Database management
• Must have the ability to do basic code review for clients that are implementing the Client's API
• Familiarity with common online marketing/acquisition techniques, so to help on affiliate setup or pixel tracking
• Must have a record of proactivity & ownership taking
• Must be a team player and has proven to work successfully with others to solve problems efficiently and effectively
• Must have a positive personality and a can-do attitude
• Must have the ability to work under pressure
• Must be open to work in Bonifacio Global City in a Morning/shifting schedule

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.