L1 Support Specialist

2 weeks ago

Bengaluru, India Deluxe Full time

About us:

The global leader in digital services and technology for content creation and delivery, Deluxe has been a trusted partner to Hollywood studios, independent filmmakers, TV networks, online content producers, brands, and anyone looking to bring stories and experiences to audiences, for more than 100 years. Deluxe Creative companies house the worlds top talent. Deluxe Delivery enables content creators and providers to get their content to the world in any format. With headquarters in Los Angeles and New York, and operations in 25 key media markets worldwide, Deluxe relies on 8,000 of the industry's premier artists, experts, and innovators.


Position Overview :


A L1 Support Specialist is responsible to assess the issues mentioned in the ticket. Trouble-shoot and provide a solution to resolve the reported issue or a work-around to the users, so that their deadline is not compromised if the issue takes a long time to resolve & Other duties and responsibilities as assigned.


Roles and Responsibilities :

  • Technical support for issues reported on the Sfera platform via ticketing tool software, Email.
  • To users within the SLA and help resolve the issue, so that there is no impact on the production.
  • A work-around so that users can work on their file in case resolution to the technical issue is not possible immediately, so that the client deadlines are not impacted .
  • Escalation of issues reported by users to relevant departments. It could be L2 support or production teams or other support teams.
  • With L1 Support & other support groups for resolving user reported issues.
  • With concerned departments seeking updates related to the tickets.
  • Out Technical notification bulletins to internal users as and when needed.
  • Troubleshooting through screenshare for time critical user assignments of all bugs, troubleshooting results, FAQs etc
  • To develop experience on one or more systems or applications acting as a "go to" person for other Support Specialists.
  • Bugs found on the Sfera platform and replicate them to Knowledge Management.
  • To work independently with minimum supervision department specific schedules, guidelines and demonstrate schedule adherence, and attendance.
  • In all job and personal knowledge training programs and work with other departments for any related work clearly and effectively with clients internal / external.


What you Bring :

  • Are a Team player, detail-oriented, proactive.
  • Are experienced or knowledgeable about various localization workflows with emphasis on subtitling for all media & entertainment distribution channels.
  • Can operate in a fast-paced, deadline-driven environment.
  • To work extended hours and/or weekends and/or shift changes, to meet team requirements.
  • Technical knowledge and excellent command of Microsoft Windows systems, Microsoft Office Suite, and Microsoft OneDrive, along with good research skills.
  • Command over both written and verbal communication



**Candidates should be willing to work in Night shift (9PM to 6AM) and ready to work from our office location (Bangalore)**

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