Senior Product Support Specialist

Company Overview

wtv. work with the world’s largest brands, organisations and agencies to create, deliver and amplify their virtual events and communications in the most engaging, original and intelligent ways. We combine this with an agile approach, deep technological expertise and digital platforms to deliver compelling content to multiple audiences in multiple languages. We consult on remote and hybrid virtual events strategy, technology and digital initiatives. We create measurable impact and tangible business returns on investment for our international clients with leading-edge event platforms, live production and creative services.

We are looking for an enthusiastic and driven individual to join our technology and engineering team and work within a fast-paced, fun, challenging and creative environment. The role is ideally suited to someone with at least three years of relevant industry experience. You will demonstrate deep knowledge of Web standards and browser implementations; demonstrate knowledge of operating and troubleshooting Software as a Service (SAAS) platforms. You will be driven by the opportunity to learn new things and a have a passion for technology to build and improve our products at every opportunity. You will be flexible in your working hours and willing to travel as necessary.

Key responsibilities

  • Support internal/external clients with technical troubleshooting and consultancy
  • Support junior members of technical support group with case resolution/escalations
  • Support production teams with platform related issues
  • Escalate technical issues to appropriate parties in a timely fashion.
  • Continuous contribution with process improvement/maintenance
  • Lead incident investigations and provide documented response to customer/ internal stakeholders

Essential Skills & Knowledge

  • You will have a minimum of 3 year’s experience in a relevant industry job role
  • Bachelor’s degree in Computer Science or Digital Media or equivalent
  • Knowledge of HTML/CSS/JAVASCRIPT (hands on development experience advantageous)
  • Excellent verbal and written communication skills
  • Ability to perform tasks in high pressured situations
  • Super-analytical with supreme problem-solving abilities
  • Excellent workload management and work prioritisation skills (especially when working under pressure)
  • Excellent written and verbal communication skills in English
  • Experience with Support Ticketing Systems (I.e. Salesforce, ZenDesk, etc.)
  • A true ‘people person’ with an awesome approach to customer service (particularly with high profile customer groups)

Desirable

  • G-Suite
  • Understanding of Databases and RDBMS(SQL/NoSQL)
  • Advanced Computer Networking knowledge
  • General knowledge of optimising digital media for streaming (audio / video codecs, frame rates, aspect ratio, resolutions settings)
  • Knowledge of .NET framework

How to apply

Please apply here. Due to the volume of applications, we will only be responding to successful candidates. Thank you, in advance, for your interest.

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Job title

Working Hours: Full Time
Location: Hong Kong
Benefits: Private Healthcare, 15 days holiday

Company Overview

We work with the world’s largest brands, organisations and agencies to create, deliver and amplify their communications in the most engaging, original and intelligent ways. We combine this with an agile approach, deep technological expertise and digital platforms to deliver compelling content to multiple audiences in multiple languages. We consult on communications strategy,

Job Description

We are looking for an enthusiastic and driven individual to join a team within a fast-paced, fun, challenging and creative environment. The job is ideally suited for a graduate or someone with at least 3 years of relevant industry experience. You will demonstrate a great passion for technology and a strong drive to learn new technology aspects on a daily basis, you will be an individual capable (with the necessary training) of delivering the service in a self-sufficient manner with minimal technical support from other equivalent groups around the globe

Daily tasks

Support internal/external clients with acquiring, managing and distributing internet streamed video signals to the WTV Streaming Platform (STREAMSTUDIO) Troubleshooting of hardware or software live streaming issues Escalate more complex technical issues to appropriate parties(internal/external) in a timely manner

Essential Skills

Good Knowledge of Media streaming software (Wirecast,Vmix,OBS) Excellent Knowledge of video Live and OnDemand major streaming protocols (RTMP,HLS) Excellent Knowledge of Computer Hardware functionality and troubleshooting Excellent Knowledge of MS Operating Systems (Windows 7/10) and troubleshooting No terminology in this advert is intended to discriminate on any grounds.

How to apply

Please send CV and cover letter to [email protected] Due to the volume of applications, we will only be responding to successful candidates. Thank you, in advance, for your interest.

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