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For Companies At a Glance
- Tasks: Help manage and optimise digital content and metadata for a top-notch library.
- Company: Join a dynamic team focused on enhancing digital content accessibility and quality.
- Benefits: Enjoy flexible working options, including WFH and hybrid arrangements.
- Why this job: Be part of a vital team that impacts how digital content is accessed and enjoyed.
- Qualifications: No formal qualifications needed; relevant experience and tech skills are key.
- Other info: A passion for books is a huge plus!
The predicted salary is between 30000 - 42000 £ per year.
More details
Technical Support Agent (TSA): Content & Metadata
Location: WFH/Office Based/Hybrid/Other (if hybrid, confirm how many days in office and at home)
Working hours: 37.5 hours, 5 days a week
The Role
As a Technical Support Agent, you will work within our ingestion process for digital content (PDF, EPUB, and Courseware) and metadata (CSV, XML, JSON, Excel). You will be part of our Content & Metadata Governance Team, ensuring all digital files are correctly formatted, optimized, and ingested into our systems. Your role is vital in maintaining the quality and accessibility of our digital content library. You will report directly to the Director of Content & Metadata Governance.
Key Responsibilities
- Solve support incidents using standard operating procedures and collaborate with the team for complex issues.
- Manage support incidents within SLA targets, providing regular updates and resolution plans.
- Process exceptions/issues in the ingestion of EPUB and PDF files, ensuring timely integration.
- Optimize digital files for performance and user experience, including size reduction and format standardization.
- Collaborate with content providers and distributors for content verification.
- Perform quality checks to ensure content accuracy and usability.
- Troubleshoot and resolve ingestion and optimization issues.
- Maintain documentation for processes and procedures.
Key Skills & Requirements
- No formal qualifications required if you have relevant experience. A BTEC HND or Bachelor\’s in IT, Library Science, Digital Media, or related fields is a plus.
- Strong HTML, CSS, and JavaScript skills; EPUB is essentially a zipped website. Experience in these areas is valuable, even without EPUB-specific experience.
- Proficiency in processing and transforming CSV, Excel, XML, and JSON data files, including validation error resolution.
- Basic Python scripting skills to assist with automation and work with development teams.
- Experience in digital content management, especially EPUB and PDF formats.
- Knowledge of PDF authoring, optimization, and troubleshooting.
- Experience with digital content ingestion tools and automation.
- Understanding of metadata standards and digital rights management.
- Familiarity with accessibility issues in web applications, EPUB, and PDF formats.
- Strong technical skills with content management systems and digital file formats.
- Attention to detail and problem-solving skills.
- Ability to work independently and collaboratively.
- Excellent communication skills, with the ability to explain technical issues clearly and empathetically to non-technical stakeholders.
- Customer service skills for engaging with publishing partners and clients professionally.
- Proficiency in Excel and Microsoft Office applications.
- Strong organizational and administrative skills.
- Experience with Salesforce CRM is a plus.
- A passion for books is highly desirable.
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Technical Support Agent employer: Kortext
Contact Detail:
Kortext Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Agent
✨Tip Number 1
Familiarise yourself with EPUB and PDF formats, as well as the tools used for digital content ingestion. Understanding how these formats work will help you troubleshoot issues more effectively during the interview process.
✨Tip Number 2
Brush up on your HTML, CSS, and JavaScript skills, as these are crucial for the role. Being able to demonstrate your technical knowledge in these areas can set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've resolved technical issues or optimised processes. This will highlight your capability to handle the responsibilities of the Technical Support Agent role.
✨Tip Number 4
Engage with our community or forums related to digital content management. Networking with professionals in the field can provide insights and potentially lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Technical Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Technical Support Agent role. Emphasise your knowledge of HTML, CSS, JavaScript, and any experience with EPUB and PDF formats.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for digital content and your problem-solving abilities. Mention specific examples of how you've successfully managed support incidents or optimised digital files in the past.
Highlight Technical Skills: In your application, clearly outline your technical skills, especially in processing CSV, XML, JSON data files, and any basic Python scripting experience. This will demonstrate your capability to handle the technical aspects of the role.
Showcase Customer Service Experience: If you have experience in customer service, make sure to include it in your application. Highlight your ability to communicate technical issues clearly to non-technical stakeholders, as this is crucial for the role.
How to prepare for a job interview at Kortext
✨Showcase Your Technical Skills
Make sure to highlight your proficiency in HTML, CSS, and JavaScript during the interview. Be prepared to discuss how these skills relate to EPUB and PDF formats, as well as any experience you have with digital content management.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past experiences where you successfully resolved technical issues or optimised digital files. This will show your potential employer that you can handle the challenges of the role effectively.
✨Communicate Clearly
Practice explaining complex technical concepts in simple terms. This is crucial for a Technical Support Agent, as you'll need to communicate effectively with non-technical stakeholders.
✨Express Your Passion for Digital Content
Let your enthusiasm for books and digital media shine through. Discuss any relevant projects or experiences that demonstrate your interest in the field, as this can set you apart from other candidates.