Call Center Representative

Shift time 12 PM To 9 PM and 3 PM to 12 AM.

Video Interview (Google meet)

Technical Call Center Agent- Permanent role

Austin TX 78729

· Monitoring of live video using in-house tools and dashboard.

· Adjusting boundaries of events as content schedule shifts (events run long or short)

· Check email notifications for requests and updates from internal teams and vendors/providers.

· Address incoming email escalations.

· Monitor and maintain the Operations within SLAs.

· Manage escalations where appropriate.

· Contractor will perform “blackout services” for streaming/video items that need to be “disabled” within certain delivery areas. These items will be shared with Contractor by customer.

· Contractor will “disable” and “enable” viewing within certain areas as defined by customer processes and viewing restrictions.

· Contractor will monitor “disabled” activities and “enable” viewing once certain “restricted” activity is completed.

· Contractor will perform “bug triage services” for errors in streaming/video and metadata assets reported by testers.

· Contractor will dedupe, resolve, and/or route bugs of various natures that are filed by testers.

· Contractor will locate/correct missing metadata and assets for entities using tools provided by customer.

II. PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

· Monitor blackouts accuracy to ensure 24x7 operations and resolving service impacts as they occur within SLA

· Communicate and handle escalated issues and work closely with internal, XFN teams and vendors/providers.

· Maintain active awareness of multiple simultaneous video feeds with meticulous attention to detail.

· Escalate and communicate issues on time.

· Perform other duties as assigned by management.

· Suggest workflow improvements based on practical implementation.

JOB SPECIFICATIONS

III. EDUCATION AND WORK EXPERIENCE

· 1-2 Years experience in live video operations

IV. KNOWLEDGE, SKILLS AND ABILITIES

· Strong knowledge and experience with live TV.

· Strong knowledge of and interest in live sports (preferred).

· Solid experience with iPhone and Android (for the purpose of checking the app).

· Strong computer skills with experience with Chrome, Google Docs, and Google Apps.

· Able to troubleshoot video issues remotely with Engineers.

· Able to perform basic troubleshooting and data gathering by asking relevant questions.

· Strong oral and written communication skills, ability to articulate network and video issues.

· Process oriented.

· Quick learner and adaptable.

· Can work independently or within a team.

· Can provide results within a given time frame.

· Experience in dealing with internal/external customers.

· Maintain a high sense of urgency while staying cool under pressure.

· Team-oriented, quick learner and adapt to changes.

· Must have the ability to pay attention to live streams for long-periods of time and attune yourself to cues in live streams signally the starts and ends of programs.

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Ability to commute/relocate:

• Austin, TX 78729: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Can you do google meet video interview?
• Are you comfortable with shift timings?
• Please share email address and salary expectations.

Education:

• High school or equivalent (Preferred)

Experience:

• Call center: 1 year (Preferred)
• Technical support: 1 year (Preferred)