At a Glance
- Tasks: Provide top-notch customer support for our dynamic streaming platforms.
- Company: Join Deltatre, a leader in digital streaming experiences.
- Benefits: Flexible shifts, remote work options, and a supportive team environment.
- Other info: Deltatre values diversity and offers excellent growth opportunities.
- Why this job: Be part of an innovative team shaping the future of digital entertainment.
- Qualifications: Strong problem-solving skills and a passion for technology and sports.
The predicted salary is between 28800 - 43200 £ per year.
Overview
Join to apply for the Level 1 Support Specialist role at Deltatre. This role is part of the Support Team and will see the successful candidate working alongside colleagues who have also recently joined Deltatre through the acquisition of Endeavor Streaming. Read more about the acquisition!
We are currently hiring Level 1 Support Specialists to work within our Operations team to help support our customers with our content distribution platforms. Our platforms allow content to be activated across multiple B2B and B2C destinations in a scalable, customisable and extendable way. In 2024 we delivered over 40,000 live sporting & entertainment events across our Video and Data products – we’re proven to provide the world’s most dynamic and interactive digital experiences that are shaping the future of digital streaming.
The role requires the ability to work shift patterns, including weekends and overnights (we\'re a 24/7/365 operation). During night shifts we allow working remotely from home and we are required to be able to travel to the office for any day shifts.
Key Responsibilities
- Provide fast and accurate customer service, across tickets & live chats.
- Learn our platforms and advanced troubleshooting of our streaming architecture.
- Work effectively with our content delivery teams to achieve results.
- Document and retain ever-evolving workflows and resolutions.
Key Results Areas
- Contact quality measured through audits, ensuring that standards meet our high expectations.
- Target number of contacts per hour.
Requirements
Mandatory
- Good knowledge of Microsoft Office 365 suite.
- Good analytical & problem-solving skills.
- Strong level of written business English.
- Ability to work under pressure at a fast pace.
- Comfortable with multi-tasking, handling multiple lines of communication across email & messaging platforms.
- Digital customer contact experience, preferably within a media / sports streaming environment.
- Experience of management tools such as Jira & Asana.
- Experience of working with ticketing systems such as Zendesk.
- Effective at managing communications with both internal departments & external vendors.
- Tech savviness – you’re up-to-date on the latest trends.
- Sports fan, with working knowledge of sports websites.
- Comfortable with troubleshooting devices that are not immediately available to hand.
Desired Qualifications
- Maths and English GCSE (or equivalent) or higher.
- Customer service qualifications or certifications.
We’re Looking for someone who is:
- driven to push the boundaries and lead change and performance
- communicative to leave no-one in the dark and to work with your team successfully
- reliable so we know that we can call on you to meet deadlines
- passionate about the latest technologies and standards
- proactive to suggest improvements, identify and fix potential issues
Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a \"can-do\" approach, strong work ethic, integrity, friendliness and attention to detail is crucial.
Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.
Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre\'s commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.
Level 1 Support Specialist employer: Deltatre
Deltatre is an exceptional employer that fosters a dynamic and inclusive work culture, where every team member is valued and encouraged to bring their authentic selves to work. With a strong focus on employee growth and development, we offer opportunities for advancement within our innovative operations team, all while supporting a diverse range of live sporting and entertainment events. Our commitment to flexibility, including remote work options during night shifts, ensures a healthy work-life balance, making Deltatre an ideal place for those passionate about technology and customer service in the exciting world of digital streaming.
StudySmarter Expert Advice🤫
We think this is how you could land Level 1 Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deltatre. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deltatre before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Level 1 Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deltatre:Your cover letter is your chance to shine! Tell us why you want to work at Deltatre specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deltatre!
How to prepare for a job interview at Deltatre
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
