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 issue raised by clients or XRs and escalate to the next level if can't be solved beyond the expertise
Communicate to other department 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...