The Feedroom/New York, NY (Tribeca)

The FeedRoom is a fast-growing leader in the red-hot web video space that delivers broadband video applications and services to a Who's-Who of Fortune 500 companies ranging from retailers to automotive manufacturers to global media empires. We are looking for a customer service specialist that is seeking to make an impact company-wide by combining both their technical expertise in broadband video with their background with customer support skills.
The Support Team is frequently the first contact with our customers. As the Customer Support Specialist, you'll be part of a diverse team responsible for answering questions, requests and issues both internal and external, while tracking each item until resolution and providing excellent customer satisfaction.
The ideal candidate would have a track record in customer service as well as implementing and improving customer support processes, both manual and automated. Experience working in a technical help desk environment with vast customer interactions in a prior company is essential and knowledge of online video is a plus.
The candidate will perform the following tasks daily:
• Ensure that all open issues are being addressed until resolution.
• Manage the work activities and progress of the department-assigned staff, while providing metrics to the management team reflecting the department's workload and progress.
• Provides support to internal and external clients regarding video applications, content managenment systems and distribution, as well as systems performance. Develops, implements and revises procedures to ensure the performance by technicians is at the highest level.
Required Skills:
• Web and Application Server Support/Administration
• Solid experience with, DHTML, JavaScript, JSP, XML, XSLT, SQL, UNIX,
• Streaming Media delivery troubleshooting (on-demand, live)
• Streaming Protocols (mms, rtmp, rtsp), and file formats (wmv/asf, flv, rm)
• Oracle/MYSQL Database Server Support/Administration
• CMS Support/Administration
• Network Troubleshooting (LAN, WAN, Firewalls)
• File Transfer Troubleshooting
• Administering/Troubleshooting CDN Services
• Video traffic management
• Front-end, middle-ware, and back-end debugging
Requirements:
• Bachelor's degree.
• Minimum of 4-years experience in Customer Support and Help Desk work.
• Excellent communication and leadership skills with the ability to effectively interact with internal and external clients.
• On-Call availability is a must
• The ability to handle and oversee multiple projects at once within established timeframe.


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