TAC Support Engineer

The KEE TAC Support Engineer is responsible for providing technical assistance, troubleshooting, and ensuring the seamless operation of OTT and IPTV services. This role involves diagnosing and resolving service issues, supporting middleware, STBs, and collaborating with cross-functional teams to maintain high-quality video streaming services.

Required Skills and Experience

• Minimum [0-3] years of experience in CRM, preferably in the OTT or media industry.
• In-depth understanding of the OTT platform's features, functionalities, and technical specifications
• Experience with Subscriber management systems (SMS)
• Excellent analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Knowledge of basic network troubleshooting techniques
• Knowledge of different devices and their compatibility with the OTT/IPTV platform

a) Specify key responsibilities:

· Provide L1 support for OTT/IPTV platforms and middleware.

· Diagnose and resolve video streaming issues, playback failures, and buffering problems.

• Resolve account management problems (subscriptions, billing, login issues).
• Monitor and optimize customer ticket
• Serve as the point of contact for the Customer Care team when they are unable to resolve customer issues independently.
• Provide expert guidance and support to the Customer Care team, Operators, and End-users on complex technical matters.
• Work with SLA-based ticketing systems for issue tracking and resolution
• Build strong customer relationships through exceptional customer service.
• Stay updated on the latest platform updates, releases, and troubleshooting guides.
• Maintain accurate and up-to-date records of customer interactions and technical support issues.
• Collaborate effectively with other departments (engineering, product development, marketing) to resolve customer issues and improve platform performance.
• Validate EPG (Electronic Program Guide), VOD (Video on Demand), Catch-up TV, and Live Streaming functionalities.
• Perform UAT (User Acceptance Testing) and Pre-production testing for new features.
• Validate firmware updates for STBs, Smart TVs, and Mobile Apps.

1. CANDIDATE PROFILE:

• Basic Educational qualifications: Bachelor's degree in Electronics & communication, Computer Science, Software Engineering, Diploma with experience or equivalent with relevant experience may be considered.

Job Type: Full-time

Pay: ₹12,000.00 - ₹30,000.00 per month

Work Location: In person