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Technical Support Specialist

1 month ago

Malaysia XR Full time

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 issues raised by clients or XRs and escalate to the next level if can’t be solved beyond the expertise.
  • Communicate to other departments 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.
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.
  • 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.
  • 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.
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