About the job
Join our dynamic Technical Support team as a Technical Support Specialist at Extreme Reach, where your expertise will ensure the seamless processing of digital media files in accordance with our clients' specifications and service level agreements (SLAs).
As a passionate advocate for our customers, you will:
- Prioritize customer needs in all requests and communications.
- Navigate complex product configurations and provide support through various channels, including email, phone, chat, forums, and social media.
- Identify, troubleshoot, and manage system issues, escalating to higher levels as necessary.
- Maintain open communication with stakeholders and team members to ensure all parties are informed.
- Update and manage our Knowledge Base to enhance service quality.
- Oversee the escalation process for Level 1 issues.
- Mentor Level 1 Technical Support Specialists, enhancing their understanding of complex issues.
- Track and manage tasks in alignment with SLAs.
Operational Efficiency:
- Maintain a low error rate by ensuring that materials are ready for ingestion within SLAs.
- Document client issues accurately and respond to clients within established timelines.
- Ensure timely and accurate quoting that adheres to our rate card and discount policies.
- Work efficiently by adhering to established workflows and procedures.
- Conduct thorough testing of end-to-end TV and Broadcast products, providing detailed feedback to IT and Business Solutions.
- Monitor and track TVC distribution to meet client deadlines and Adstream SLAs.
- Manage client orders with the goal of transitioning them to direct system usage at the appropriate time.
- Ensure all resends and additional fees are accounted for.
- Test files for all new clients prior to their first order to ensure adherence to processes.
- Collaborate with the Traffic team to prioritize Ingest tasks to meet SLAs and customer requirements.
- Perform tasks including FTP and nVerge administration, transcoding, quality control, digital file review and ingestion, and other relevant post-production activities.
