Level 1 Support Specialist

Plamo Trades Ltd.; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global leader in sports entertainment is seeking a Level 1 Support Specialist for their London office. The successful candidate will provide exceptional customer service and troubleshoot complex streaming systems in a fast-paced environment. With a focus on accuracy and rapid decision-making, this role also requires experience in a B2B/B2C contact centre and familiarity with ticketing systems like Zendesk. Ideal candidates will have a passion for online media and be comfortable working shifts in a 24/7 operation.

Qualifications

• Experience in a B2B / B2C contact centre environment.
• Strong written customer service experience.
• Experience of working with ticketing systems such as Zendesk.

Responsibilities

• Provide fast and accurate customer service.
• Learn platforms and troubleshoot streaming architecture.
• Work with content delivery teams to achieve results.
• Execute anti-piracy measures.
• Document workflows and resolutions.

Skills

Customer service experience

Strong written communication

Proactiveness

Ability to work in a 24/7 operation

Tools

Zendesk

Job description

A global leader in sports, entertainment and fashion operating in more than 30 countries is looking to recruit a 'Level 1 Support Specialist' for their London office.

They are currently hiring Level 1 Support Specialists to work within their Operations team to help support their customers with their content distribution platforms. Their platforms allow content to be activated across multiple B2B and B2C destinations in a scalable, customisable and extendable way. In 2018 they delivered over 55,000 live sporting & entertainment events across our Video and Data products – they’re proven to provide the world’s most dynamic and interactive digital experiences that are shaping the future of digital streaming.

The Role Responsibilities

• Provide fast and accurate customer service.
• Learn our platforms and advanced troubleshooting of our streaming architecture.
• Work effectively with our content delivery teams to achieve results.
• Execute our extensive anti-piracy measures.
• Document and retain ever-evolving workflows and resolutions.

You Bring Them

• Fearlessness and pro‑activeness. They deal with live video and data.
• Every minute counts. Make fast decisions and have them be right.
• Customer service experience. Strong written communication.
• Able to work shift patterns, including weekends and overnights - they’re a 24/7/365 operation.

Personal Attributes

• Details matter to you. A lot.
• You always put yourself in the users’ shoes.
• 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 and accurately.

Required skills and experience

• Experience in a B2B / B2C contact centre environment.
• Strong written customer service experience.
• Experience of working with ticketing systems such as Zendesk.

Desired skills and Experience

• Digital customer contact experience, preferably within a streaming or sports environment.
• Tech savviness – they’re up-to-date with the latest trends.
• Sports fan, with working knowledge of sports websites.