Streaming Support and Customer Onboarding Officer

The Role

The role requires to work with both leagues/federations as well as 3rd party video providers In order to ensure the smooth onboarding experience while creating and maintaining Implementation timelines, advising on the technical Implementation, conducting the training workshops required for the Genius Live production users and providing the necessary documentation.

Main Responsibilities

• Monitor all implementation requests and ensure the effective testing and provision of information to clients to ensure timely delivery of relevant products and services.
• To develop and maintain Implementation timelines as appropriate and collaborate with key stakeholders to ensure the timely delivery of customized products and services to clients
• To build and enhance positive working relationships with clients and internal stakeholders alike and to effectively manage expectations as appropriate.
• Assist in the customization of client installation guides and other Genius Live product implementation material
• Setting up the best possible configurations per provider when managing both 3rd party integrations and Genius Live streaming solution.
• Create templates for Genius Live streaming solution and third-party video providers (Hermes Rules, transcoding, etc.), that will reduce the amount of manual monitoring steps for the Genius Live Support team.
• Manage API calls to retrieve needed information for video streaming related data such as fixtures, schedule, Ingress.
• Partnership with the team responsible for bookmakers Integration in order to seamlessly support the Integration process from the video streaming perspective
• Manage and create rules for alerting and logs (Graylog, OpsGenie, Lisa, etc.).
• Report, follow up and knowledge sharing on system issues (Lisa, Hermes, Troy, Wowza, Akamai, etc.).
• To work within established product policies and procedures in order to best-accommodate client products and service needs. To contribute to the ongoing development and evolution of product policies and procedures.
• To provide client insight into the ongoing development of Genius Live product and services
• Report to Genius Live Support and Implementation team lead the performance of the current projects as well as escalate the problematic cases.

Requirements

• Knowledge in the API concept, capable of getting and pushing relevant Information using API documentation
• An understanding of the workings of the business of sports such as Football, Basketball, Volleyball at a league / federation level.
• Experience in the implementation of new customer products, including user training and implementation
• Ability to use Freshdesk/Atlassian suite of products, JIRA, Confluence
• Good project management skills, with demonstrated ability to effectively manage multiple on-going assignments
• Great verbal and written communication skills
• Excellent problem solving and prioritizing skills
• Very high organizing capacity and time management skills
• Language skills outside of English will be well regarded
• Basic level of video knowledge i.e. codec, bitrate, resolution, delivery protocols etc.
• Basic knowledge in creating the templates for 3rd party and GeniusLive production including the rules in Hermes and transcoding.
• General understanding of the bookmakers Integration process