Customer Service Supervisor
Job Description
Job Summary:
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
Follow-up 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 customers 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 SPECIFICATIONS
III. WORK EXPERIENCE
3+ years of professional experience
Prior experience in a live operations/time sensitive environment
Willing to work in weekends and late evening shifts (Must have)
IV. KNOWLEDGE, SKILLS AND ABILITIES
Strong knowledge and experience with live TV, Help Desk Support and VOD
High attention to detail, ability to troubleshoot and document issues
Excellent written and verbal communication skills
Ability to effectively collaborate with multiple teams
Strong experience with varied devices such as Mobile (IOS & Android),iPads,Tablets, Smart TVs, Xbox etc
Experience in dealing with internal/external customers communications
Ability to triage issues, route issues to appropriate teams and follow defined processes
Strong multi-tasking skills and ability to complete high priority tasks in a timely manner
Team-oriented, quick learner and adapt to changes
Able to provide results within a given time frame
Must have the ability to pay attention to live/non-live streams for long-periods of time and attune yourself to cues to identify and resolve anomalies
Excellent prioritization, time management, and collaboration skills
Able to work independently and with minimal guidance
Able to make confident, efficient decisions based on the oftentimes limited information available
Deep understanding of product & end customer expectations and potential impact of issues
Intermediate-advanced knowledge of Google sheets, docs, slides for generating reports and insights
Recommended Skills
- Attention To Detail
- Business Process Improvement
- Communication
- Confident And Emotionally Stable
- Curiosity
- Customer Experience