Platform Support Specialist

Customer Success Sydney, New South Wales


Description

PRIMARY RESPONSIBILITIES 

Your responsibilities include, but are not limited to: 

  • Troubleshoot, resolve, and document technical issues received by ticketing system, chat, email and telephone inquiries.
  • Participate on the Emergency Escalation Line during and after hours (staffed 24x7x365)
  • Assist in maintaining the knowledge base of known technical issues and platform information
  • Document tickets / chats managed in the support system for reporting and statistical analysis
  • Provide support for webcast platform as needed.


ESSENTIAL EXPERIENCE 

  • At least 2 years of work experience in customer support answering and managing technical inquiries. 
  • A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
  • Experience with CRM applications 

ESSENTIAL SKILLS 

  • The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline and with minimal oversight.
  • Strong Problem solving skills and the ability to identify issues and either resolve or provide alternatives to meet client needs
  • Positive attitude and a desire to help others resolve problems and issues
  • Ability to multi-task and manage multiple (sometimes competing) priorities and commitments concurrently
  • Strong Internet and Web technical skills including intermediate knowledge of HTML, HTTP monitoring tools
  • Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint. 
  • Excellent organizational, planning, and communication skills.
  • Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented

HIGHLY DESIRED EXPERIENCE  

  • Understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
  • Basic understanding of Flex, CSS, and JavaScript Experience providing telephone and chat based support
  • Must be prepared to work occasional non-standard hours and on-call rotations.