In order to be considered the following is required:
Certification in basic programming technologies (HTML and CSS) Technical support course certification 1 year experience in information technology – technical support of web technologies 2 years’ experience in client services and support Strong customer service skills Basic HTML and CSS Understanding of OTT platforms Good understanding of OTT head end and CDN systems Planning and organizing skills Basic troubleshooting methodology Ticket management systems Multitasking capabilities Knowledge of streaming technologies (HLS, DASH) Responsibilities:
Client Support and Instance Management:
Handle incoming support calls and tickets efficiently Assist in setting up new client instances of the OTT platform Perform basic HTML and CSS modifications for client customization Monitor client instances for potential issues Document all support interactions and solutions Escalate complex technical issues to appropriate teams Maintain client configuration documentation Timely resolution of support tickets within SLA Successful client instance deployments Accurate documentation of client configurations Positive client feedback Minimal escalations due to first-line resolution Up-to-date knowledge base maintenance Clear and complete incident documentation Communication and Client Relations:
Maintain regular communication with clients Provide status updates on ongoing issues Create and update support documentation Participate in client onboarding meetings Collaborate with internal teams for issue resolution Provide basic training to clients on platform usage Client satisfaction ratings   Timely response to client inquiries Effective communication. Quality of documentation Professionalism Effective communication with internal teams Successful client training sessions Clear escalation paths maintained Platform Maintenance and Monitoring:
Monitor platform performance for assigned clients Perform basic troubleshooting Implement minor customizations using HTML/CSS Assist in platform updates and maintenance Support team with content management Track and report recurring issues Maintain client-specific configuration files       Platform uptime metrics Successful implementation of customizations Accurate tracking of issues Timely completion of maintenance tasks Content is uploaded timeously Quality of configuration management Proactive issue identification Innovation & Sales:
Share ideas for improving systems, software or any other technologies Share information on new directions, opportunities or technologies that can improve business, performance or quality Think outside the box to improve systems, software and other technologies Innovative proposals made Improved systems, software or process People Management and Development:
Ensure knowledge transfer to team members through a mentor and coaching role Attendance registers of internal training signed each time skills are transferred If you would like to email your CV directly – please send it to [email protected]
 
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Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application. However, please keep a lookout on our website, www.bedifferent.co.za, for available positions which you may be suited for.