Client Services Specialist

Requirements: •

2-3 years of experience working in a customer service, technical support, or account management role (Bonus points if within cloud technology and/or digital media asset management). • Advanced knowledge troubleshooting Windows, macOS, iOS, and Android devices. • Advanced problem solving skills Using a combination of technical aptitude, common sense, and resourcefulness you will aid media professionals in resolving everything from simple use cases to navigating through complex technical problems. • Excellent verbal and written communication skills and the ability to develop and manage client relationships, especially over the phone (fluent/conversational English). • Detail-oriented mindset and high-level of accuracy. Must be comfortable handling sensitive content and user data that is under a high-level of scrutiny and security. • The ability to work in a very fast-paced environment. • Our Client Services team provides 24x7x365 support. Must be comfortable with a rotating schedule and the ability to provide after hours and weekend support.

Responsibilities:

• Handle high-volume phone, email, and occasionally in-person cases (location specific). • Troubleshoot and administrate individual users, productions, and studio accounts within tight timeframes. • Track and document the workflows handled in our proprietary system. • Work with internal and external clients across all levels of the organization effectively. • Be self-driven to resolve simple issues for our clients, as well as quickly switch gears to apply an analytical approach to more difficult problems. • Remain ahead of new technologies and software applications, particularly in areas of online video streaming, digital asset management, video codecs, and transcoding. • Work alongside, contribute to, and interact with all facets of the company, including other employees within Client Services, Software Development, Sales, and Product Management to ensure that clients needs are properly communicated across the organization.