About the Company

Premiere Digital Services (PDS) is a trusted media services and software solutions partner for content owners, video distributers, 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 software support technician, you will be on the frontlines representing the face of Premiere Digital to our clients. Providing quality customer service interaction through incoming tickets, as well as escalating key issues and questions to our developers in a timely fashion, is key to the role. In addition to ticket resolution with our clients, understanding and learning new features of our software will be required in order to write our documentation for our growing help center database. Coming up with new ways to facilitate operation workflows is welcome as well.

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 concerns.
• 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.
• 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.

• Strong customer service skills
• Bug/issues escalation to various departments
• 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

• Zendesk
• Userpilot
• My SQL database
• Google Suite (Docs, Sheets)
• Microsoft Office Suite (Word, Excel)
• Jira
• Slack
• Skype

• High school diploma or GED required.

• [1] + years’ experience in a customer service role
• [1] + years in managing relationships and expectations with SaaS products