Customer Support Representative II
Core
Deliver first-level customer support, troubleshoot product issues, and manage account access/entitlements for clients of a global entertainment data and technology company.
Role type
Customer Support Specialist (Technical Support)
Builds
Customer support operations and issue resolution for streaming platforms, broadcasters, and automakers
Domain
Entertainment data, metadata, and content discovery
Deliverable
client delivery
Required skills
CRM systems (Zendesk), ticketing systems, SLA management, product licensing and entitlements, billing adjustments, access provisioning/disabling, on-call rotation, multi-tasking, documentation, analytical troubleshooting
Preferred skills
Google Suite, Jira, Salesforce, business software applications, research and problem resolution in digital environments
Technologies
Zendesk, Google Suite, Jira, Salesforce
Responsibilities
Respond, evaluate, and troubleshoot incoming product-related issues; coordinate change requests and discrepancy resolutions within SLA guidelines; provision access to licensed products and samples; issue billing for change requests; disable product access for cancellations; maintain accurate customer contact lists and delivery profiles; provide on-call support for urgent issues; document all customer activity in CRM; escalate critical problems to account managers or technical staff.
Seniority
Individual Contributor, 1-3 years experience