CSR

JOB SUMMARY
Monitoring of live and non-live video using in-house tools and dashboard
Adjusting boundaries of events as content schedule shifts (events run long or short)
Check & handle emails, chats, tickets and requests from YouTube internal teams and vendors/providers
Monitoring social media platforms and record posts
Ensure programs, cases, posts or tickets are handled within SLAs

II. PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Monitor and fix YouTube TV schedule, Audio/Video issues within SLA
Monitor social media posts and fix issues within the process scope within SLA
Communicate and handle escalated issues and work closely with YouTube TV internal, XFN teams and
vendors/providers to resolve network/video issues
Maintain active awareness of multiple simultaneous video feeds with meticulous attention to detail
Escalate and communicate issues on time
Perform other duties as assigned by management

JOB SPECIFICATIONS

III. EDUCATION AND WORK EXPERIENCE
High school diploma or equivalent (minimum)
1 -2 years of professional experience
Prior experience in a live operations/time sensitive environment
Willing to work in weekends and late evening shifts (Must have)

IV. KNOWLEDGE, SKILLS AND ABILITIES
Strong knowledge and experience with TV (live TV preferred)
Strong knowledge of and interest in live sports (preferred)
Good computer skills with experience with Chrome, Google Docs, and Google Apps
Ability to triage, route issues to appropriate teams and follow defined processes
Multi-tasking skills and ability to complete high priority tasks in a timely manner
Must have the ability to pay attention to live streams for long-periods of time and attune yourself to cues
in live streams signally the starts and ends of programs
Able to perform basic troubleshooting and data gathering by asking relevant questions
Good oral and written communication skills, ability to articulate network and video issues