Premier Partner Support - Video Content - Broadcasting Operations - VIP support

Premier Partner Support - Video Content - Broadcasting Operations - VIP support

Duration: 12 months contract

Location: Remote (must be based in the UK)

Pay: £32-34/hour

Schedule: Mon-Fri 9am-6pm

The Premier Partner Experience team is seeking a customer-focused and motivated individual to join as an Operational Support Expert. In this contract role, the successful candidate will have the opportunity to make a meaningful impact by directly supporting the organisation’s partners and creating delightful partner experiences.

Operational Support Experts play a key role in minimizing operational issues with our partner programs and related products, ensuring seamless interactions between our partners and our platforms.

To be considered for this role, candidates will be self-motivated, organised, and excited about getting into the weeds with operational issues. They are also comfortable dealing with ambiguity, and demonstrate the flexibility to adapt to frequent changes in a fast-paced environment.

This role is work from home (WFH), and based in the UK. The standard working schedule for this role will be from Monday - Friday from 9am - 6pm local hours.

RESPONSIBILITIES

Up to 80% of the time

• Provide our partners with a delightful, high touch and effective support experience, and act as the primary Operations point of contact
• Respond to inbound partner inquiries about product features, bugs, etc.
• Troubleshoot complex issues and translate pain points to effectively resolve issues
• Spot trends in partner issues and communicate feedback to cross-functional teams
• Operationalize processes to improve partner experience

Up to 20% of the time

• Improve our support workflows around issue resolution and product insights
• Develop product and issue specialization to improve the quality of support
• Help build and maintain a central knowledge base
• Train new employees on current workflows, standard processes, and internal tools

MINIMUM QUALIFICATIONS

• 2+ years of experience in operations, customer support, technical support, or account/partner management
• Expertise in issue resolution: Skilled in navigating and resolving complex tickets, with a strong track record of delivering timely and effective solutions.
• Experience using Excel and/or basic data & insights tools
• Adept at navigating complex and ambiguous situations
• Excellent written and verbal communication skills
• Strong attention to detail
• Proactiveness, adaptability, learning mindset
• Fluency in English in a business environment
• As part of a global team, candidates may occasionally need to accommodate meetings outside of the traditional working hours to drive cross-regional collaboration. In such cases, the worker will be able to adjust their schedule to start earlier/later in order to maintain the standard 8 hours of work daily.

PREFERRED QUALIFICATIONS

• Minimum 2 years' experience in video content operations, broadcast operations, entertainment, or similar fields.
• Understanding of the Live broadcast environment (i.e., production, switching and routing knowledge, network monitoring and troubleshooting, etc.)