Technical Support Specialist

1 month ago

Malaysia XR Full time

Key member of the Technical Support team responsible for receiving and processing files to meet quality specifications within Service Level Agreements (SLAs).

Job Description

As a key member of the Technical Support team, you will be responsible for receiving and processing files to meet quality specifications within Service Level Agreements (SLAs). This role requires strong technical skills, excellent communication, and problem-solving abilities.

Digital Media
  • Advocate for customer needs at all times, ensuring their requirements are met.
  • Understand complex product configurations and support customers through various communication channels.
  • Identify, resolve, or manage the resolution of system issues.
  • Troubleshoot platform issues and escalate to the next level if necessary.
  • Communicate with other departments and teams, keeping stakeholders and management informed.
  • Update and manage the Knowledge Base.
  • Manage escalation processes and mentor Technical Support Specialists.
  • Own and track tasks within SLAs.
Operational Efficiency
  • Ensure low error rates by checking material availability within SLAs.
  • Document client issues and respond within agreed timelines.
  • Ensure accurate and timely quoting, following rate card and discount rules.
  • Work efficiently and effectively, using correct workflow and procedures.
  • Test end-to-end for TV or Broadcast products and report back to IT & Business Solutions.
  • Monitor and track TVC distribution to meet client deadlines and Adstream SLAs.
  • Manage orders on behalf of clients, aiming to convert them to direct system usage.
  • Ensure all resends and additional fees are charged for.
  • Test files before first orders and clear them for process adherence.
  • Prioritize Ingest tasks to meet SLAs and customer requirements.
  • Execute tasks such as Ftp and nVerge administration, Transcoding, QC, and reporting.
Specialist Knowledge/Experience Required
  • Relevant experience in a similar position.
  • Experience in software testing and correction.
  • Consistent performance under pressure.
  • Demonstrated success in 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.
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 organization.
  • 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 to work outside standard working hours.
  • Candidates must be eligible to work and live in the country of employment.

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