Company
Here at tvbeat we believe that the people we hire are the most fundamental aspect of our businessWe are looking for brilliantly smart, passionate and creative people to join our team to help transform the world of tv inventory owners towards a tv audience first market place.
Tvbeat is changing the way tv broadcasters, operators and ott players work within the tv ecosystemWe provide a tv inventory management & yield optimization saas framework, providing automated and scalable tools to accelerate their journey towards a tv audience first market place and enablement of new sources of addressable tv advertising.
Working at tvbeat means being part of a fast-moving tech saas company, working with smart people that are passionate about their work and getting things doneCome take the journey with us.
Role
Reporting to the manager of data ops, we are looking for a customer/technical support specialist who will provide expert, thoughtful, quick, and consultative technical support to our clientsA strong candidate will be truly passionate about providing support, have an expertise in prioritising complicated tasks, and will be skilled in developing meaningful relationships at tvbeat.
Responsibilities:
Diagnose and independently manage customer-reported issues related to the tvbeat platform
Oversee resolution of all technical issues coming from customers including high-urgency issues requiring engineering assistance
Provide an initial 1st line response to the customer all the way through triaging technical issues to engineering
Prioritise and manage several open issues and various priorities at the same time
Ensure sla obligations with customers are observed and met
Write support documentation/articles to enable our customers to self-serve and reduce inbound tickets
Contribute to and build internal resources to improve efficiency of the support team
When applicable, escalate critical incidents directly to the support manager and on-call engineering team
Work closely with the internal technology team to stay up to date on product features, changes, and issues
Technologies we work with:
Zendesk for inbound customer support
Rust (our web services are written using actix)
A combination of specialized in-house data storage engines, redis, and sqlite
Nix for builds & deployments
Angular and react for the front-end
Who you are:
You are enjoy being an evangelist of cultural and operational change along with a `can-do` attitude and a flexible approach
You are a self-starter: you thrive on taking ownership of initiatives with limited oversight
You know how to manage multiple priorities, breaking large projects into manageable pieces
You have great communication skills, both verbal and written
You have excellent facilitation skills, you can facilitate meetings and team discussions, involving the whole team in group based decision making.
You empower teams to become self-organising.
You are the first to notice issues and opportunities, and are able to exploit these to your team’s advantage.
You foster a climate of transparency and openness
Qualifications
English required, additional languages a plus
2+ years providing technical support at saas company
Impeccable written communication skills
Experience with customer service software (zendesk/freshdesk/jira service management)
Nice to have: knowledge of log management tools such as kibana
Skill in effectively and efficiently troubleshooting issues in software and platforms
Empathy with a skill for understanding what a customer really needs and why they need it
Solid, process-oriented skills for troubleshooting, problem solving, and problem resolution
Must be able to work in a fast paced technical environment and support a product with frequent product releases and regular maintenance updates
What’s in it for you?
As a fast growing company, tvbeat thrives on incredible flexibility and agility, and encourages our people to take full advantage of itOur global teams provide a fantastic collaborative atmosphere, and we support each other with a great learning environment for personal development at every levelWe partner with some of the world’s largest tv media companies, you shall be witness to the evolution of their tv advertising business, based on our saas framework.
Competitive salary, stock options, benefits and generous holiday policy.
Hiring insights
Job activity
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