Job Description
About the Company
Premiere Digital Services (PDS) is a trusted media services and software solutions partner for content owners, video distributers, digital retailers, broadcasters, subscription video and ad supported platforms. We simplify the complexities of content distribution, supply chain and digital storefront management and provide flexible B2B technical SaaS solutions and managed services for media assets. As a leader in cloud-based digital asset delivery and content optimization solutions for clients in the growing Media & Entertainment industry, Premiere brings to life the quality of film and television, transporting to the hands of millions around the globe. Through the magic of media services, we are a rising thought leader providing innovative, smart tools and intelligent operations as an essential business in media entertainment. Together with industry leaders like Google, Apple, NBC Universal, Microsoft, Disney, Warner Brothers and more, we work to revolutionize media delivery at the forefront of entertainment technology and software services.
About the Role
As a Tier 2 support technician, you will be on the frontlines representing the face of Premiere Digital to our customers. Triaging and troubleshooting any incoming tickets to confirm the validity and provide resolutions to the customer base is the key role. For any issues that cannot be resolved, escalate details around these issues to the appropriate technical teams within the organization. In addition to ticket resolution, understanding and learning new features of our software will be required in order to write our documentation and build out first run experiences for our growing help center database. Coming up with new ways to facilitate operational workflows is welcome as well.
Principal Duties and Responsibilities (Essential Functions):
Responsibilities:
Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concernWork to reproduce errors, as neededUse skills to perform troubleshooting to isolate and diagnose reported issuesResolve identified issues, where applicableWhere resolutions cannot be made, understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved. Learn new features of our software, while writing help documentation articles in order to support our clientsEnsure all documentation and first run experiences are kept up to date with each new feature releaseLiaison between different internal departments in order to close out and understand issues with clients Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client ticketsUtilize SQL to query our database to pull key information when investigating issues and questions that arise from clients
Required Skills:Strong customer service skills Bug/issues escalation to various departmentsClear understanding of the software development process including the role of customer support in that processWriting long form articlesAbility to translate your skills to other employees through training or mentoringProficient knowledge of Microsoft OfficeProficient knowledge with relevant legal requirements and regulationsStrong analytical and problem-solving skillsDemonstrate critical thinking skillsAttention to detail and organization skillsAbility to adapt to changing prioritiesStrong interpersonal abilities and communication skillsAbility and interest to work in a geographically diverse environment
Preferred Skills:ZendeskUserpilotMy SQL databaseGoogle Suite (Docs, Sheets)Microsoft Office Suite (Word, Excel)Jira/AtlassianSlackSkypeGrafanaInline
Qualifications:
Education: · A bachelor's degree in a related field of study.
Experience: [2] + years’ experience in a customer service role[1] + years in managing relationships and expectations with SaaS products[1] + years’ experience in IT or engineering related roles is a nice to have
Send your CV to [email protected] with subject line "Senior Product Support Technician
Premiere Digital Services (PDS) is a trusted media services and software solutions partner for content owners, video distributers, digital retailers, broadcasters, subscription video and ad supported platforms. We simplify the complexities of content distribution, supply chain and digital storefront management and provide flexible B2B technical SaaS solutions and managed services for media assets. As a leader in cloud-based digital asset delivery and content optimization solutions for clients in the growing Media & Entertainment industry, Premiere brings to life the quality of film and television, transporting to the hands of millions around the globe. Through the magic of media services, we are a rising thought leader providing innovative, smart tools and intelligent operations as an essential business in media entertainment. Together with industry leaders like Google, Apple, NBC Universal, Microsoft, Disney, Warner Brothers and more, we work to revolutionize media delivery at the forefront of entertainment technology and software services.
About the Role
As a Tier 2 support technician, you will be on the frontlines representing the face of Premiere Digital to our customers. Triaging and troubleshooting any incoming tickets to confirm the validity and provide resolutions to the customer base is the key role. For any issues that cannot be resolved, escalate details around these issues to the appropriate technical teams within the organization. In addition to ticket resolution, understanding and learning new features of our software will be required in order to write our documentation and build out first run experiences for our growing help center database. Coming up with new ways to facilitate operational workflows is welcome as well.
Principal Duties and Responsibilities (Essential Functions):
Responsibilities:
Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concernWork to reproduce errors, as neededUse skills to perform troubleshooting to isolate and diagnose reported issuesResolve identified issues, where applicableWhere resolutions cannot be made, understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved. Learn new features of our software, while writing help documentation articles in order to support our clientsEnsure all documentation and first run experiences are kept up to date with each new feature releaseLiaison between different internal departments in order to close out and understand issues with clients Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client ticketsUtilize SQL to query our database to pull key information when investigating issues and questions that arise from clients
Required Skills:Strong customer service skills Bug/issues escalation to various departmentsClear understanding of the software development process including the role of customer support in that processWriting long form articlesAbility to translate your skills to other employees through training or mentoringProficient knowledge of Microsoft OfficeProficient knowledge with relevant legal requirements and regulationsStrong analytical and problem-solving skillsDemonstrate critical thinking skillsAttention to detail and organization skillsAbility to adapt to changing prioritiesStrong interpersonal abilities and communication skillsAbility and interest to work in a geographically diverse environment
Preferred Skills:ZendeskUserpilotMy SQL databaseGoogle Suite (Docs, Sheets)Microsoft Office Suite (Word, Excel)Jira/AtlassianSlackSkypeGrafanaInline
Qualifications:
Education: · A bachelor's degree in a related field of study.
Experience: [2] + years’ experience in a customer service role[1] + years in managing relationships and expectations with SaaS products[1] + years’ experience in IT or engineering related roles is a nice to have
Send your CV to [email protected] with subject line "Senior Product Support Technician
💡 Quick Summary
Seeking a career-building opportunity? The Senior Product Support Technician | Premiere Digital Services position is now open for candidates interested in the Technician Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.
