RESPONSIBILITIES
- Manage any client onboarding and offboarding projects, and ensuring proper resolution to any platform-related issues that serve as blockers for meeting deadlines for product launch, as well as manage client expectations and coordinate with internal teams on every step of the project
- Responsible for managing any day-to-day client escalations typical to 2nd line of technical support for business partners. These responsibilities primarily involve content configuration on Client's backend, as well as managing any issues or bugs escalated by our clients, and resolving them within the service level agreement timeframes.
- Investigate, diagnose, troubleshoot, and correct issues relating to platform layout and software configuration - your ultimate objective is to provide the highest level of support to our business clients and partners, and ensure a flawless user experience
- Setting up and managing documentation relating to client onboarding and offboarding projects
- Ensuring that all of the project steps have been completed
- Tracking project deliverables and timelines with the use of Gantt charts
- Tracking any open issues and client requests that will emerge over the course of the project
- Ensuring proper resolution to any platform-related issues that serve as blockers for the product launch
- Managing expectations and coordinating with Account Manager for any business-related inquiries
- Handling any incoming technical support incidents, requests, and changes via ticketing system (Zendesk).
- Identifying, reproducing, troubleshooting and resolving problems using available systems and tools, in accordance with the documented service level agreements, processes, and guidelines.
- Investigating potential workarounds and managing expectations to maintain client satisfaction.
- Following established escalation and notification paths where the problem cannot be resolved through initial troubleshooting.
- Monitoring and managing critical incidents for broadcasters and/or platform outages, using established processes.