In this technical and client-facing role as Technical / Web Support Consultant you will make a crucial contribution to the success of your client. You will work closely together with their broadcasting clients and technical team to ensure their content is set up and configured flawlessly, that any issues or bugs that occur are resolved within the service level agreement timeframes. To achieve this, it is expected that you show a high sense of proactivity and ownership, that you communicate effectively and efficiently, and that you make the best use of your strong analytical and problem-solving skills.
Respond to requests for technical assistance in person, via phone, or electronically and diagnose and resolve technical hardware and software issues
Provide user support and customer service on company-supported computer applications and platforms; troubleshoot problems and advise on the appropriate action.
Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs
Answer customer inquiries via Zendesk & Chat box in the dashboard before, during and after events and for video on demand set up, configuration and technical issues etc.
Identify deficiencies and escalates risk and proposes innovative solutions to address the issue/problem
Validate the set-up process
Identify any trending issues or bugs whilst using strong problem-solving skills to resolve or escalate the matter quickly and efficiently
Provide management with knowledge and an analysis of any existing issues, areas of concern and broadcaster feedback
Bachelor’s Degree in Computer Science, Engineering or related field
At least 1-3 years of working experience and training in troubleshooting and providing help desk support
Familiarity and understanding of web application programming language – PHP, Java Script, Python
Keen attention to detail and strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshoot, upgrades
Work well with a team and is able to interact with different types of people (clients / employees)Excellent communication skills
Understand APIs and SDKs and how they should be applied; ability to explain sequence diagrams
Ability to do basic code review for clients that are implementing client’s API
Familiarity with common online marketing/acquisition techniques, so to help on affiliate setup or pixel tracking
Positive personality and a can-do attitude
Ability to work under pressure
Good listening skills
Willing to be assigned either in Makati or BGC
Willing to work on early morning shift and/or midshift
How to Apply:
Send in your applications to email@example.com