# Technical Support Specialist - L1 & L2

> XR Extreme Reach · Kuala Lumpur, Malaysia (Hybrid) · Full-time · Posted 2024-10-03

**Salary:** unknown currency 4,500–9,500

**Workplace:** hybrid

**Department:** COGS – Source

## Description

As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.  

Digital Media

-   Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
-   Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
-   Identify, resolve or manage the resolution of system issues
-   Troubleshoot platform issue raised by clients or XRs and escalate to the next level if can’t be solved beyond the expertise
-   Communicate to other department and teams keeping stakeholders and management informed
-   Updating and managing Knowledge base
-   Manage escalation process of issues from L1
-   Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations
-   Own and track tasks within SLAs

Operational Efficiency

-   Ensure low error rate – Check material is available for ingestion within SLA
-   Document client issues via phone, email or in person and respond to client within the agreed timelines
-   Ensure quoting is accurate, timely and follows rate card and discount rules for products and any other services offered
-   Always work efficiently and effectively, using correct workflow and work procedures
-   Testing end to end for TV or Broadcast products; reporting thoroughly back to IT & Business Solutions or other agreed escalation routes
-   Monitor and track TVC distribution to meet client deadlines and Adstream SLA’s
-   Manage orders on behalf of clients with view to converting client to direct usage of the system at appropriate time
-   Ensure all resends and additional fees are charged for
-   All new clients need to have files tested before first order and cleared to follow the process
-   In conjunction with Traffic, prioritising Ingest tasks to meet SLA's and customer's requirements.
-   Executing the following tasks in a proficient manner: Ftp and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques; other tasks that should become relevant to the role from time to time

## Requirements

**Specialist Knowledge/Experience Required**

-   Experience in a relevant position;
-   Experience in software testing and correction
-   Consistent performance under pressure
-   Demonstrated success at troubleshooting and excellent communication skills
-   Strong knowledge/skills in at least 4 areas from the list below:
-   No-SLQ (Mongo)
-   Linux/UNIX systems
-   JSON and XML syntax
-   RESTFul API
-   GIT (understanding, work experience)

-   Basic scripting and programming: XML, JavaScript and Bash.

**Desirable knowledge/skills:**

-   Jenkins (ability to develop jobs)
-   Knowledge of AWS CloudWatch or MS Azure
-   Experience in Confluence apps (Connect, Jira)
-   Message Broker system (AMQ)
-   Work experience with workflow solutions
-   ITIL Certification
-   Familiarity with graphics and video editing software Desirable:
-   Familiarity with graphics and video editing software
-   Knowledge and experience working with packet analyzer programs
-   Bachelor’s degree or equivalent tertiary qualification or certification
-   ITIL Certification People Skills
-   Strong team player with ability to work with remote and international teams
-   Highly organized, structured and process-oriented, with great attention to detail, accuracy and consistency
-   Self-motivation and drive - confidence to work on own initiative and with limited supervision and
-   Ability to effectively prioritize and manage conflicting internal and external tasks
-   Positive, can-do attitude, problem solver, inspiring and driven
-   Able to communicate effectively at all levels within a large organisation
-   A quick learner who enjoys overcoming challenges, resolving issues or escalating as needed
-   Proven relationship building skills
-   Excellent communication skills, both oral and written English
-   Additional languages will be beneficial
-   May be required on occasion to work outside standard working hours
-   Candidates must be eligible to work and live in the country of employment

## Apply

[Apply at XR Extreme Reach](https://apply.workable.com/extremereach/j/F193BC54BB/apply)

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