Call center Representative

Austin, TX- 78729- Work from Office role.

Shift Time: 3.00PM -12.00AM

Ready to work over a weekend they will get off over weekdays

Location: Austin TX 78729

• Perform VOD triage services for streaming/video assets that need status confirmation, metadata updates, error diagnoses, and any required troubleshooting effort within a sensitive time frame

• Check & manage all email, chat, ticketing tool, social media, bugs, chat room notifications for requests and updates from internal teams and external partners and address in a timely and professional manner

• Perform bug triage services for identified errors in streaming/video and metadata assets that are reported by partners and internal teams

• Identify, troubleshoot, track, escalate and resolve QOE & QOS issues as per defined process such as station outages, schedule issues, Audio/Video issues

• Work with internal, external and cross functional teams on various aspects as per the process defined

• Monitor and maintain operations within SLAs

• Followup with appropriate teams on all open issues and ensure timely closure

• Consolidate and organize all types of issues for reporting out to cross functional teams; proactively identify trends and insights for product/process improvements

II. PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• Monitor and maintain customer VOD asset library to ensure accuracy and quality to deliver an excellent customer experience

• Manage service desk operations for customer VOD platform and coordinate to provide exceptional customer service

• Effectively communicate and handle escalated issues by working closely with external, internal, cross functional teams and vendors/providers.

• Ability to identify/judge issue severity & impact and escalate accordingly

• Maintain active awareness of multiple partner/cross functional/vendor inquiries with meticulous attention to detail

• Effectively escalate and communicate issues on time and within SLAs

• Identify risks, interdependencies and proactively communicate and escalate to the necessary teams

• Perform other duties as assigned by management

• Serve as a bridge between multiple key customer impacting vendor operations teams

• Collect data from various sources and organize in defined templates and tools for further reporting

• Serve as the key point of contact for stakeholders for customer service related issue status, tracking and reporting and answer any questions

• Ability to provide insights, RCA’s and suggestions based on observations from the end customers and their experience

Job Type: Full-time

Pay: $2,800.00 - $2,900.00 per month

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 1 year
• No experience needed

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Application Question(s):

• Please share email address
• Are you comfortable to work over a weekend they will get off over weekdays and Shift time 3.00PM to 12.0AM:
• This onsite from Day-1 T Austin TX 78729. Are you vaccinated:(Y/N)

Work Location: On the road