Eidr Software Support Technician
Premiere Digital
Los Angeles, CAThis was removed by the employer on 5/10/2023 5:44:00 AM PST
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Full Time Job
About the Role
As a Tier 2 support technician, you will be on the frontlines
representing the face of Premiere Digital to our customers.
Triaging and troubleshooting any incoming tickets to confirm the
validity and provide resolutions to the customer base is the key
role. For any issues that cannot be resolved, escalate details
around these issues to the appropriate technical teams within
the organization. In addition to ticket resolution,
understanding and learning new features of our software will be
required in order to write our documentation and build out first
run experiences for our growing help center database. Coming up
with new ways to facilitate operational workflows is welcome as
well.
Principal Duties and Responsibilities (Essential Functions**):
Responsibilities:
Use skills to perform troubleshooting to isolate and diagnose
reported issues
Resolve identified issues, where applicable
Where resolutions cannot be made, understand and escalate
software bugs and issues to developers, while making sure to
close issue out with client once it is resolved.
Learn new features of our software, while writing help
documentation articles in order to support our clients
Ensure all documentation and first run experiences are kept up
to date with each new feature release
Liaison between different internal departments in order to close
out and understand issues with clients
Derive metrics and stats from our ticketing to generate reports
that show time to resolution, Classification, and other key info
on client tickets
Utilize SQL to query our database to pull key information when
investigating issues and questions that arise from clients
Required Skills:
* Strong customer service skills
* Bug/issues escalation to various departments
* Clear understanding of the software development process
including the role of customer support in that process
* Writing long form articles
* Ability to translate your 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
Userpilot
My SQL database
Google Suite (Docs, Sheets)
Microsoft Office Suite (Word, Excel)
Jira/Atlassian
Slack
Skype
Grafana
Inline
Qualifications:
Education:
* High school diploma or GED required.
Experience:
* 2 years in media management or customer service preferred.
* 1 years in managing relationships and expectations with SaaS
products
* Minimum of 1 years' experience in working at an Entertainment
or Media company
*This position is based in Los Angeles, CA 90036 (Local
Candidates Only)
**This position is hourly Monday - Friday 9 am - 5:30 pm, plus
overtime depending on business needs.
** NO PHONE CALLS, OUTSIDE AGENCIES OR RECRUITERS