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Product Support Technician

Product Support Technician

Premiere Digital ServicesSan Francisco, CA, United States
3 days ago
Job type
  • Full-time
Job description

About the Company

Premiere Digital Services (PDS) is a trusted media services and software solutions partner for content owners, video distributors, digital retailers, broadcasters, subscription video and ad supported platforms. We simplify the complexities of content distribution, supply chain and digital storefront management and provide flexible B2B technical SaaS solutions and managed services for media assets. As a leader in cloud-based digital asset delivery and content optimization solutions for clients in the growing Media & Entertainment industry, Premiere brings to life the quality of film and television, transporting to the hands of millions around the globe. Through the magic of media services, we are a rising thought leader providing innovative, smart tools and intelligent operations as an essential business in media entertainment. Together with industry leaders like Google, Apple, NBC Universal, Microsoft, Disney, Warner Brothers and more, we work to revolutionize media delivery at the forefront of entertainment technology and software services.

About the Role

As a support technician, you will be on the frontlines representing the face of Premiere Digital to our customers. Triaging and troubleshooting any incoming tickets to confirm the validity and provide resolutions to the customer base is the key role. For any issues that cannot be resolved, escalate details around these issues to the appropriate technical teams within the organization. In addition to ticket resolution, understanding and learning new features of our software will be required in order to write our documentation and build out first run experiences for our growing help center database. Coming up with new ways to facilitate operational workflows is welcome as well.

The support technician will also assist with maintaining client relationships, as assigned by the management team. They will work directly with the client to set and maintain expectations in relation to the product and upcoming delivery schedule. They will be familiar with each product's overall strategy and goals and how this relates to each client of the products.

Principal Duties and Responsibilities (Essential Functions

  • ) :

Responsibilities :

  • Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concern
  • Work to reproduce errors, as needed
  • Use skills to perform troubleshooting to isolate and diagnose reported issues
  • Resolve identified issues, where applicable
  • Where resolutions cannot be made, understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved.
  • Learn new features of our software, while writing help documentation articles in order to support our clients
  • Ensure all documentation and first run experiences are kept up to date with each new feature release
  • Liaison between different internal departments in order to close out and understand issues with clients
  • Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client tickets
  • Utilize SQL to query our database to pull key information when investigating issues and questions that arise from clients
  • As needed, interact with clients to understand their business needs and priorities.
  • As needed, manage check-ins with the client to ensure expectations are met and client is happy.
  • As needed, draft client proposals and deliver business presentations to clients.
  • As needed, identify new business opportunities with clients to achieve revenue goals.
  • Maintain a database of new and existing customer information.
  • Recommend workflow improvements to ensure client satisfaction.
  • Stay updated with company products, services, and promotions so as to address client queries accurately.

    • Required Skills :

  • Strong customer service skills
  • Bug / issues escalation to various departments
  • Clear understanding of the software development process including the role of customer support in that process
  • Writing long form articles
  • Ability to translate your skills to other employees through training or mentoring
  • Proficient knowledge of Microsoft Office
  • Proficient knowledge with relevant legal requirements and regulations
  • Strong analytical and problem-solving skills
  • Demonstrate critical thinking skills
  • Attention to detail and organization skills
  • Ability to adapt to changing priorities
  • Strong interpersonal abilities and communication skills
  • Ability and interest to work in a geographically diverse environment

    • Preferred Skills :

  • Desire to increase process efficiencies
  • Zendesk
  • Userpilot
  • SQL
  • Google Suite (Docs, Sheets)
  • Microsoft Office Suite (Word, Excel)
  • Jira / Atlassian
  • Slack
  • Skype
  • Grafana
  • Inline
  • Metadata maintenance familiarity
  • Windows command line,
  • Entertainment / Media Industry Experience

    • Qualifications : Education :

  • High school diploma or GED required.

    • Experience :

  • [2] + years experience in a customer service role
  • [1] + years in managing relationships and expectations with SaaS products
  • [1] + years experience in IT or engineering related roles is a nice to have

    • Diversity Statement

    Premiere Digital Services (PDS) is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. PDS will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state and federal law.

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