Software Support Technician
Posted on Indeed on Mar 23, 2021
About the Company
Premiere Digital Services (PDS) is a trusted media services and software solutions partner for content owners, video distributers, digital retailers, broadcasters, subscription video and ad supported platforms. We simplify the complexities of content distribution, supply chain and digital storefront management and provide flexible B2B technical SaaS solutions and managed services for media assets.

About the Role
As a software support technician, you will be on the frontlines representing the face of Premiere Digital to our clients. Providing quality customer service interaction through incoming tickets, as well as escalating key issues and questions to our developers in a timely fashion, is key to the role. In addition to ticket resolution with our clients, understanding and learning new features of our software will be required in order to write our documentation for our growing help center database. Coming up with new ways to facilitate operation workflows is welcome as well. ** Must be able to work in the LA Area".

Principal Duties and Responsibilities (Essential Functions**):

  • Respond to client tickets in a timely manner, providing key customer attention and care in order to address all of their questions and concerns.
  • Understand and escalate software bugs and issues to developers, while making sure to close issue out with client once it is resolved.
  • Learn new features of our software, while writing help documentation articles in order to support our clients.
  • Liaison between different internal departments in order to close out and understand issues with clients
  • Derive metrics and stats from our ticketing to generate reports that show time to resolution, classification, and other key info on client tickets.
  • Utilize SQL to query our database to pull key information when investigating issues and questions that arise from clients.

Required Skills:
  • Strong customer service skills
  • Strong analytical and problem-solving skills
  • Proficient knowledge of Microsoft Office
  • Proficient knowledge with relevant legal requirements and regulations
  • Demonstrate critical thinking skills
  • Attention to detail and organization skills
  • Ability to adapt to changing priorities
  • Strong interpersonal abilities and communication skills
  • Ability and interest to work in a geographically diverse environment
Preferred Skills:
  • Customer/tech software support experience
  • Zendesk
  • Userpilot
  • My SQL database
  • Slack
  • Skype


  • High school diploma or GED required.
  • Bachelor’s Degree in applicable field preferred.

Minimum of one (1) + years’ experience in a technology focused customer service role

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