Customer Service jobs in United Kingdom

• Position: Digital Media Operator / Ingest Operator
• Responsible for: Ingest and Adpro
• Department: Operations
• Location: Kuala Lumpur

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

Your Responsibilities

Digital Media

• Ensure client’s orders and material are processed ready for ingest, and communicate any problems/issues with the client effectively and in a timely manner.
• Ingest material to the highest quality into the system ensuring high productivity at all times.
• FTP administration; Transcoding; QC and reporting; Digital File Reviewing and Ingest; various post-production techniques.
• Constructively and proactively liaise within the team to ensure material is ingested and work is completed within SLA.
• Communicate any problems/issues effectively and in a timely manner.
• Fix and create broadcast compliant files for delivery using post-production tools.
• Maintain current clients & revenues by ensuring smooth running ingest, adpro, and high standards of Quality Control and Customer Service.

Operational Efficiency

• Ensure low error rate – Check material is available for ingestion within SLA.
• Work efficiently and effectively, using correct workflow and work procedures.
• Test end to end for TV or Broadcast products; report thoroughly back to agreed escalation routes.
• In conjunction with Traffic, prioritize Ingest tasks to meet SLA's and customer requirements.
• Execute tasks proficiently: FTP and nVerge administration; Transcoding; QC and reporting; Digital File Review and Ingest; various post-production techniques.
• Ensure you have the information and materials to complete the task to a satisfactory quality within the given timeframe.
• Use all technical tools efficiently and maintain an organized, structured, and repeatable workflow.
• Follow Ingest Standard Operating Procedures.
• Communicate promptly and courteously in a helpful and professional manner to Traffic or other stakeholders.
• Maintain a customer-focused orientation at all times.

Documentation

• Issue a QC report for each clock on each order.
• Assist in creating and maintaining checklists and SOP's.
• File a fault report for any software or hardware deficiency.
• Understand the Ingest department is part of a bigger chain of activities and some flexibility may be needed to aid other departments.
• Assignments as required and relevant by Management; Achieve the KPIs.

Qualifications

• A minimum of 3 years experience in Ingest/Post production services.
• A background in advertising or media AV support is advantageous.
• Good knowledge of Digital/Social and Online Formats (MP4, WebM, etc.).
• Good knowledge of broadcast file formats; MXF, MOV, etc.
• Good knowledge of Adobe Premiere.
• Basic understanding of Adobe Audition and audio editing software.
• Good knowledge of Transcoders and File creation techniques.
• Good understanding of Containers, codecs, and encoding techniques.
• Optional: Good knowledge of After Effects, Photoshop.

Benefits

• Annual Leave: 15 days.
• Medical Leave: 14 days, and per government regulations.
• Hospitalisation Insurance: Employee only, upon confirmation.
• Medical Outpatient: RM1000 per calendar year on reimbursement basis (claimed for Optical/Dental/Outpatient).
• You will work on rotational shifts.