Technical Support Specialist, Sales Operations

Who You Are:

The Sales Operations Technical Support Specialist provides technical support to internal and external users within a designated region. This role serves as a primary point of contact for troubleshooting, researching, and resolving website, digital platform, and online service issues escalated by sales teams and customers. The specialist is responsible for monitoring, prioritizing, and responding to support requests, identifying root causes, and ensuring timely issue resolution in accordance with established processes and service expectations.

Working under general supervision, the Sales Operations Technical Support Specialist applies advanced technical knowledge and judgment to resolve complex support issues, document solutions, and escalate matters as needed. The role collaborates closely with cross-functional teams to address system and customer-impacting issues, support operational improvements, and contribute to a positive user experience.

Your Next Challenge:

• Provide daily internal support for Sales & Service teams globally via Salesforce Case and Request
• Provide weekly external support for RIBU (Post Production partner) with an element of collective team oversight for our offshore operations in Mumbai; this will entail technical support, handling escalations, monitoring and mentoring
• Execute Market Freeze requests, working with Sales and external partners/contributor's, negotiating and providing embargo terms and conditions
• Responsible for buyout requests, working with Sales and external partners/contributor's, negotiating complete copyright buyout transactions
• Execute Model Release requests, assisting RIBU execute majority of release operations, handling escalations and legal requirements
• Handle GDPR requests, deleting appropriate data from internal platforms as required
• General request support, including Culled Asset and Image Evaluation
• Partner with Legal & Sales as needed to complete complex requests and releases
• Responsible for technical troubleshooting including bulk deal support, vector issues, rush asset deliveries, etc.
• Assist with Sales Operations projects and initiatives where appropriate
• Other duties as required

What You'll Need:

• Minimum of 3 years relevant work experience including customer service/technical support for software and hardware issues is required.
• Experience working in a regional environment with wider global impact and network is preferred.
• Demonstrated experience utilizing Salesforce Case and Request objects to track, manage, and resolve customer and internal support inquiries.
• Advanced knowledge of Mac and Windows operating systems, including hardware, software, and browser-based troubleshooting.
• Strong technical troubleshooting skills with the ability to diagnose and resolve website, network connectivity, firewall, operating system, and online service issues using established processes and procedures.
• Proficiency in handling digital media assets, including image and video file formats, file transfers, and content-related support activities.
• Working knowledge of digital content workflows and content editing tools; experience with digital asset management processes preferred.
• Proficiency with Adobe Photoshop and related tools for basic image editing, troubleshooting, and file preparation.
• Strong working knowledge of Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to prioritize and manage multiple support requests simultaneously while maintaining accuracy, responsiveness, and attention to detail.
• Strong organizational and documentation skills, including the ability to maintain accurate case records and support-related information.
• Effective verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical users.
• Demonstrated ability to exercise sound judgment in resolving complex support issues and appropriately escalating matters when necessary.
• Ability to collaborate effectively with sales, technical, and operational teams to support issue resolution and service delivery.
• Professional, customer-focused approach to problem solving, with the ability to remain calm and effective when handling urgent or high-volume support requests.