Media Support Specialist

Sydney, Australia

Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently we are looking for a Media Support Specialist for our Sydney office to make the team even stronger.

Responsibilities

  • Monitor the Anvato support queues, triaging and incoming support cases and routing non-support issues to appropriate team members;
  • Provide timely responses and resolutions to customers through email, phone and video calls:
    • Answer questions about product functionality;
    • Investigate and address issues related to product usage workflows;
    • Troubleshoot and resolve customer product issues, coordinating with Engineers on Anvato bugs and Project Managers on feature requests as needed.
  • Create, publish and maintain high-quality internal only product and troubleshooting documentation for existing products and new feature launches.

Requirements

  • BA/BS degree in Engineering or Computer Science or related field of study;
  • 1+ years of troubleshooting experience in player and streaming media technologies:
    • Preferred: experience in encoding media technologies;
    • Full video ecosystem: file uploading, bringing into our system, back-end processing (encoding from one format to another and the data management, distribution to 3rd party partners, playout).
  • 1+ years of experience in technical customer-facing role:
    • Preferred: enterprise support (rather than consumer support).
  • Experience in Linux;
  • Experience in common web programming/scripting languages (JavaScript, PHP);
  • Strong written and verbal communication skills; ability to explain complex technical solutions to customers of all technical backgrounds;
  • Strong problem solving and analytical skills.