Technical Support Agent (Content & Metadata)

Kortext Limited; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading digital content provider seeks a Technical Support Agent to provide remote support in the UK. Responsibilities include solving content-related incidents, managing support cases within SLA, and optimizing digital content for performance. The ideal candidate should be detail-oriented and have experience with EPUB, PDF, and metadata files. This role is suitable for individuals with strong problem-solving skills and the ability to collaborate with teams effectively. Flexible remote working arrangements are offered.

Qualifications

• Strong problem-solving skills to address support incidents effectively.
• Experience working with digital content formats like EPUB, PDF, ONIX/XML, CSV, and Excel.
• Attention to detail for quality checks and documentation maintenance.

Responsibilities

• Solve support incidents using standard operating procedures.
• Manage support incidents keeping the requester updated.
• Optimize digital content files for performance and user experience.
• Perform quality checks on ingested content.

Skills

Problem-solving

Collaboration

Attention to detail

Technical troubleshooting

Job description

Technical Support Agent (Content & Metadata)

Location: Remote (UK)
Working hours: Monday to Friday, 37.5 hrs per week

Key responsibilities:

• Solve support incidents using standard operating procedures and engage with the wider team to manage incidents to a successful close.
• Manage support incidents within SLA targets, keeping the requester updated and ensuring a clear resolution plan.
• Handle exceptions in EPUB and PDF ingestion and metadata files (ONIX/XML, CSV, Excel) to ensure accurate, timely integration into our content management system.
• Optimise digital content files for performance and user experience, including file size reduction and format standardisation.
• Collaborate with content providers and distributors to obtain and verify digital content.
• Perform quality checks on ingested content to ensure it meets our standards for accuracy and usability.
• Troubleshoot and resolve issues related to digital content ingestion and optimisation.
• Maintain documentation for ingestion processes and procedures.

Please view the attached job description for full details.