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.
Responsibilities
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
Qualifications
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
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.