Digital Media Specialist
2 days ago
Xr is a leading media support company that provides high-quality services to its clients. As a Technical Support Specialist, you will be responsible for ensuring the smooth operation of our digital media processes.
Key Responsibilities- Receive and process files to meet the specifications of the destination within the Service Level Agreement (SLA).
- Provide technical support to 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 Xr staff and escalate to the next level if unable to solve beyond expertise.
- Communicate with other departments and teams to keep stakeholders and management informed.
- Update and manage the knowledge base.
- Manage the escalation process of issues from L1.
- Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.
- 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 the rate card and discount rules for products and any other services offered.
- Work efficiently and effectively, using correct workflow and work procedures.
- Test end-to-end for TV or Broadcast products; report thoroughly back to IT & Business Solutions or other agreed escalation routes.
- Monitor and track TVC distribution to meet client deadlines and Adstream SLAs.
- Manage orders on behalf of clients with a view to converting client to direct usage of the system at an appropriate time.
- Ensure all resends and additional fees are charged for.
- All new clients need to have files tested before the first order and cleared to follow the process.
- In conjunction with Traffic, prioritize Ingest tasks to meet SLAs and customer requirements.
- Execute 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 become relevant to the role over time.
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