Level 1 Support Specialist
3 weeks ago
Job Description
Contract Summary
About:
Endeavor Streaming allows content to be activated across multiple B2B and B2C destinations in a scalable, customisable and extendable way. In 2021 we delivered over 30,000 live sporting & entertainment events across our Video and Data products-we’re proven to provide the world’s most dynamic and interactive digital experiences that are shaping the future of digital streaming.
Key Responsibilities and Accountabilities
- Provide fast and accurate customer service, across tickets & live chats.
- Learn our platforms and advanced troubleshooting of our streaming architecture.
- Work effectively with our content delivery teams to achieve results.
- Document and retain ever-evolving workflows and resolutions.
- Able to work shift patterns, including weekends and overnights - we’re a 24/7/365 operation.
- Working remotely from home during the current global climate.
Key Results Areas
- Response, escalation & update SLAs met.
- Contact quality measured through audits, ensuring that standards meet our high expectations.
- Target number of contacts per hour.
Knowledge and Experience
Mandatory
- Experience in a B2B / B2C contact centre environment, providing live chat & ticketing support.
- Strong written customer service experience.
- Experience of working with ticketing systems such as Zendesk.
- In-depth knowledge of Microsoft Office 365 suite.
- Good analytical & problem-solving skills.
- Technical troubleshooting experience across desktop, mobile & TV devices.
Desirable
- Digital customer contact experience, preferably within a media / sports streaming environment.
- Experience of management tools such as Jira & Asana.
Skills and Abilities
Mandatory
- Prolific in customer ticketing & live chat systems
- Strong level of written business English.
- Every minute counts. Make fast decisions and have them count.
- Details matter to you. A lot.
- You are a logical thinker.
- You are passionate about online media.
- You constantly raise the bar for yourself and the team.
- You think fast on your feet and can translate a concept to a sequence of actions very quickly & accurately.
Diversity Statement for Endeavor
Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we harness the entirety of our company and lead with a lens of diversity, equity, and inclusion in everything we do. It means that we engage in anti-racism and allyship the way we do anything. Fiercely and Fearlessly. As a global company that drives culture we endeavor to reflect the world’s diverse voices both internally and externally to ensure success in our mission.
Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.
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