
Digital Customer Service Specialist
5 days ago
About Premiere Digital Services
We are 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.
About the Role
This role involves providing quality customer service interaction through incoming tickets, as well as escalating key issues and questions to our team in a timely fashion.
Key Responsibilities:
- Respond to client tickets in a timely manner, addressing all of their questions and concerns.
- Understand and escalate software bugs and issues to the development team, ensuring that issues are resolved and clients are updated accordingly.
- Liaison between internal departments to close out and understand issues with clients.
- Analyze metrics and statistics from ticketing systems to generate reports on time to resolution, classification, and other key information on client tickets.
- Utilize SQL queries to investigate issues and questions arising from clients.
- Candidates should be adaptable and able to work effectively in a fast-paced environment.
Essential Skills:
- Strong customer service skills
- Bug/issues escalation to various teams
- Writing long form articles
- Ability to train or mentor colleagues
- Proficient knowledge of Microsoft Office
- Strong analytical and problem-solving skills
- Demonstrate critical thinking skills
- Attention to detail and organization skills
- Strong interpersonal abilities and communication skills
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