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Digital Relationship Manager
3 weeks ago
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.
The Project Coordinator plays a key role in representing the face of Premiere Digital to our clients, providing quality customer service interaction through incoming tickets, escalating key issues and questions to our developers in a timely fashion.
Key Responsibilities:
- Respond to client tickets in a timely manner, addressing all their questions and concerns.
- Understand and escalate software bugs and issues to developers, closing out with the client once resolved.
- Learn new features of our software and write help documentation articles to support our clients.
- Liaise between internal departments to close out and understand issues with clients.
- Derive metrics and stats from ticketing to generate reports on time to resolution, classification, and other key info on client tickets.
Required Skills:
- Strong customer service skills.
- Bug/issues escalation to various departments.
- Writing long form articles.
- Ability to translate 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.
Preferred Skills:
- Zendesk.
- Customer support experience.
- Userpilot.
- My SQL database.
- Google Suite (Docs, Sheets).
- Microsoft Office Suite (Word, Excel).
- Microsoft Teams.
- Jira.
- Slack.
Qualifications:
- A bachelor's degree in a related field of study.
- + years' experience in a customer service role.
- + years in managing relationships and expectations with SaaS products.
