Type of work: Day shift, 4 days X10 hours or 5X8 . No evening or night shifts.
One day in the week will be either Saturday or Sunday.
Platform: iOS/ Android Mobile App (or) FioS Set top box (or) any Over-The-Top(OTT) TV App, candidates with more than one of these platforms will be given preference
Domain: Media & Entertainment
Tools: Splunk & JIRA (mandatory), reading database / Admin console logs (good to have)
- Analyze customers Mobile device /Media server box logs, using splunk, Database admin console and opening JIRA tickets with the developer team for resolution
- Investigate Customer complaints, analyze suggestions. Provide on the spot solutions or offline solutions
- Study Mobile / Set top box / Over-The-Top(OTT) TV App application functionality and performance results
- Familiarity with iOS and / Android Mobile platforms, and frequent updates on iOS /Android OS version
Role: Technical Support Engineer who can be forward-thinking, adaptive in their role, analyst, and customer advocate.
- Day to day activities or responsibilities include: support (technical) customer tickets via various platforms to an end to end resolution; partnering with development, project/program management, marketing, and other key stakeholders to ensure all product releases are supported; in addition to support/drive go-to-market activities as needed.
- Work as a team-member to determine customer insights for helping improve product, support strategy, and becoming part of an environment and culture where the team is immersed in customer-first mentality.
The Ability to work either Saturday or Sunday is a must.