Technical Support Agent (Content & Metadata)

Technical Support Agent (Content & Metadata)

Location: Remote (UK)
Working hours: Monday to Friday, 37.5 hrs per week

Key responsibilities

• Solve support incidents using standard operating procedures and engage with the wider team to manage incidents to a successful close.
• Manage support incidents within SLA targets, keeping the requester updated and ensuring a clear resolution plan.
• Handle exceptions in EPUB and PDF ingestion and metadata files (ONIX/XML, CSV, Excel) to ensure accurate, timely integration into our content management system.
• Optimise digital content files for performance and user experience, including file size reduction and format standardisation.
• Collaborate with content providers and distributors to obtain and verify digital content.
• Perform quality checks on ingested content to ensure it meets our standards for accuracy and usability.
• Troubleshoot and resolve issues related to digital content ingestion and optimisation.
• Maintain documentation for ingestion processes and procedures.

Please view the attached job description for full details.