NICOLL CURTIN TECHNOLOGY

About NICOLL CURTIN TECHNOLOGY

Roles & Responsibilities We are seeking a support operations specialist based in Singapore to join a new Operations team that will support our client's Media Partners who are part of our video programs in their respective regions. This individual will directly support our partners, provide delightful partner support experiences and help to reduce issues with our video programs and related products. Candidates will be self-motivated, organized, and excited about getting into the weeds with operational issues. Candidates should also be comfortable in ambiguity and flexible to frequent changes in a fast-moving environment. Job Description: Be the first point of contact for clinet's clients with regards to their video business. This involves either handling operational issues within scope or escalating to relevant cross functional teams for issues outside of scope to provide a seamless client experience. Navigate, teach and troubleshoot client issues for multiple highly technical backend systems needed to host video content. Communicate about how to use these complex, high-context products in Indonesian to Indonesian clients. Understand local Indonesian culture, business and media to be able to provide solutions to local clients. Examples include mastering Indonesian business communications, managing client expectations with regards to problems and deciding on the most effective avenue of communication for issue resolution. Analyse client data coming from video interactions and make workflow improvement recommendations Be based in Singapore to effectively interact with regional client's cross functional teams (marketing, media partnerships, legal, video ops) Onboard partners to our video programs and serve as primary Ops point of contact Respond to inbound partner inquiries about product features, bugs, etc. Troubleshoot complex issues and translate pain points to effectively resolve issues Improve our support workflows around issue resolution and product insights Spot trends in partner issues and communicate feedback to cross-functional teams Track video assets and operationalize processes to improve partner experience Help build and maintain a central knowledge base Develop product and issue specialization to improve the quality of support Skills: 5+ years of experience in operations, account management or customer support Experience in the media industry, video or gaming industry Strong written and verbal communication skills in Indonesian Strong attention to detail Fluency in English in a business environment Able to work non-traditional hours (outside of 9am-5pm) occasionally Experience as a Project Manager within sales operations projects is preferred

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