Customer Service Agent

CUSTOMER SERVICE AGENT (Part-Time - Evenings + Weekends)

A Parent Media Co. Inc. (APMC) is looking for a driven Customer Service Agent to join the team to support our Safe Streaming services, Kidoodle.TV, Glitch+, Dude Perfect, and our most recent and highly anticipated app, Victory+ to support free live-streaming and sports highlights!

Who We Are:

APMC is a media and technology company focused on providing innovative solutions to consumers and brands as a leader in Safe Streaming.  We are a dynamic team that believes building a safe and premium streaming environment is a priority for everyone and every audience. We are growing rapidly because consumers love what we do and what we stand for.

Our culture is focused on trust, respect, hard-work and celebrating the wins, big and small.  As a team of incredibly passionate and dedicated individuals, we strive to inspire each other to build the best digital experience for all.

Learn more about us at www.aparentmedia.com

Check out our LinkedIn pages as well:

·     APMC: https://www.linkedin.com/company/aparentmediacoinc

·     Victory+: https://www.linkedin.com/company/victoryplustv/

Location: Calgary, AB (and area)

Who Are You:

You are an exceptional Customer Service Agent will provide support to end-users across A Parent Media Co. Inc.‘s various streaming platforms. This role focuses primarily on live streaming professional sports, while also supporting additional video content on the company’s platforms. The specialist will assist users with troubleshooting and ensuring a seamless viewing experience during live broadcasts and other video content.

What you need to succeed:

·        Experience with ticket management systems like Jira Helpdesk, Help Scout, Slack, Google Workspace

·        Familiarity with video streaming or live sports broadcasting and experience in customer support or similar roles

·        Strong capability in technical writing or contributing to knowledge base content

·        Motivated team player with excellent collaboration skills

·        Experience in troubleshooting technical issues remotely

·        Excellent interpersonal and communication skills, both written and verbal

·        Passionate and motivated about delivering a top-tier customer experience to our end-users

·        Ability to work in a high-pressure, fast-paced environment, especially during live events

·        Quick learner with the ability to diagnose and resolve technical issues independently

·      Comfortable working exclusively during evening and weekend hours

·      Dependable, with a problem-solving mindset and a “make it happen” attitude

·      Strong time management and organizational skills to handle multiple inquiries effectively

What is the Role:

The specific responsibilities for the Customer Service Specialist include:

·      Provide email and phone support during the following schedule: Thursday – Sunday with a firm evening shift.

·      Support end-users during live sports events streamed on the Victory+ platform

·      Manage and resolve customer support tickets in a timely and effective manner

·      Escalate tier 2 issues to development/product teams as needed

·      Stay informed about the streaming platform and maintain a solid understanding of common devices, including smart TVs, Apple TV, Roku, Fire TV, Google TV, Android TV, Android mobile devices, and iOS devices

·      Assist in reporting issues, suggesting improvements, and providing feedback from a support perspective.

·      Perform a manual QA testing on company products as needed.

·      Stay updated on current streaming device technologies and industry trends.

·      Contribute to product documentation and knowledge base content for end-users.

Come be part of history with APMC and Victory+ today! To be considered for this exciting and challenging role, please apply TODAY.

A Parent Media Co. (APMC) is committed to employment equity, welcomes diversity in the workplace and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.