JD - Product Support Analyst Amagi is a global leader in cloud-managed services for the Streaming and Broadcast TV industries. Amagi enables TV networks and content owners to distribute and monetize their content. Amagi’s clients include premium networks and platforms such as NBCU, CBS, PBS, Samsung TV Plus, Redbox, XUMO, Roku, A+E Networks, Viceland TV, MGM, ShortsTV, Yahoo! Finance, PeopleTV, Tastemade, Turner Corporation, Discovery Networks and more. Amagi pioneered the use of cloud technologies in the broadcast industry, and today manages 2500+ channels with deployments in more than 40 countries. Amagi, an advanced tier partner of Amazon Web Services (AWS), works on the latest cloud technologies shaping the media and entertainment industry. Amagi has sales offices in New York, Los Angeles, and London, an operations centre in New Delhi, and an innovation centre in Bangalore. For more information, visit www.amagi.com. Work Location: Bengaluru Work Mode: In Office, 5 days a week. Shift: Rotational Shift Job Profile: The Support Analyst is the first point of contact for our customers when requesting support from our Customer Success team. They are responsible for catching all details and routing the requests to the appropriate team. Job Responsibilities: • • • Be the first point of contact for customers who contact the Amagi customer success department, by phone, email, or online customer portal. Use Amagi’s internal Customer Relationship Management (CRM) system to log technical cases. By listening to customers, understand and evaluate reported issues, clearly identify the problem for the • • • • • • internal audience, and document steps to reproduce the problem. Review the knowledge base to identify related knowledge base articles to help customers requesting support. Takes ownership of reported issues and ensures a quick and effective follow-up from our support team. Ensures Knowledge Management maintenance conforms to company standards. Acts as the key bridge between customers and Amagi to resolve cases. Participates in the ON-CALL Rotation. Review new product releases to gain an expert level of product knowledge. Skill-Set Required: • • • • • • • • Team player Basic troubleshooting skills Great active listening skills Excellent communication skills (English, written and verbal) Excellent interpersonal and rapport-building skills Strong documentation skills Knowledge of Broadcast, Digital, Linear, or SSAI is preferred Willing to work in a 24x7 environment and provide weekend coverage, if needed. • Excellent written and verbal communication skills (English and Hindi/any other Indian Language) Excellent problem-solving skills Good aptitude and attitude Must be able to understand a reported issue and explain it to other stakeholders Must be able to work in a complex, fast-paced, highly dynamic, and flexible environment, mostly team-based and collaborative. • • • • Qualification: Btech, Mtech / MCA/ BCA - 2023 Batch
