Position: Customer Operations Support T2 (Japanese)

Location: Dublin, Ireland 

Contract: 12 months contract (with view to extension) 

Work Hours: Mon-Sun from 6am to 10pm including Bank Holidays

Location: D18

Team: TV and Movies Ops Customer Support

About the team:

Fast-paced and dynamic, this Operations team works with both TV and Film studios as well as post-production houses throughout the world to facilitate content ingestion, processing, and publishing of both Hollywood and independent/regional movies to one of the major Transactional Video On Demand (TVOD) services rapidly expanding worldwide. The team also works closely with external streaming app developers and internal testers on different projects.

About the role:

As a T2 Operator in Customer Support Operations your main responsibility is to provide end-to-end operational support in all aspects of digital content distribution. You will be working with cross-functional teams to collaborate on launch projects with high visibility and maintain day-to-day operation. A T2 Operator will be expected to help educate both our partners and our T1 operators on industry standards, and provide efficient solutions to operational blockers in both English and Japanese.

It is important to be flexible and versatile in this role as responsibilities will shift and additional tasks will be required of a T2 throughout the continued development of the team. Our workflows change constantly so it is very important to be able to adapt and learn continuously. Giving candid feedback and helping to maintain our information resources is also key to success. Based on client demand you might be asked to shift between multiple workflows as well as use the language skill set you have listed on your resume. You will be required to provide support either on ad hoc basis or as a permanent solution during weekends and bank holidays as required by the client demands.

About You:

You are a curious, quick learner who can work both independently and collaboratively on a tight deadline. You have an enthusiastic attitude about learning new things. You apply sound judgment when dealing with sensitive information which may require escalation. You are professional and communicate well with team members from all levels. You are organized and know how to prioritize effectively. You adapt well to changes and make quick adjustments to make accommodations. Previous experience and working knowledge of the TVOD industry, digital media content and/or streaming platforms is essential to be successful in this role.

Your responsibilities include:

• Act as liaison to client partnered studios
• Independently analyze a variety of content related issues and problem-solve using available resources
• Troubleshooting issues and requests coming from different stakeholders, including studio partners, post production houses, internal teams and client contacts.
• Educate studios and post production houses on our platform policies and industry standards.
• Guide external app developers through their product’s onboarding process with the client while tracking and communicating the progress together with internal teams
• Identify and troubleshoot issues that arise in the delivery process; working with cross-functional teams to investigate
• Coordinate package and asset deliveries and ensure content is published as scheduled
• Conduct storefront quality assurance tasks as assigned
• Provide education and guidance to T1 operators to resolve escalated requests
• Collaboratively work with your T2 peers and share your knowledge with subsequent new joiners
• File feedback through provided channels to improve and maintain our information resources and workflows
• Escalate as necessary to the T3 Team to resolve advanced requests out of T2 scope
• Assist with different vendor projects (example: territory launches, product/feature launches, content redelivery projects etc.)
• Identify process improvements and automation initiatives and bring them up to your project leadership
• Constantly shift between multiple workflows, projects and responsibilities as per the client demand
• Take full ownership of the work assigned to you

Minimum Qualifications:

• A bachelor’s degree or 4+ years of customer service/partner management experience
• Proven written and oral communication skills in both English and Japanese
• Past experience in working in the movies and TV digital distribution industry
• Knowledge of TVOD Industry, movie production industry and dynamics, digital media content and streaming platforms
• Knowledge of Google Docs and Microsoft Office Suite, especially Excel
• Ability to work on tight daily deadlines
• Exemplifies exceptional leadership qualities and ability to learn quickly in a fast-paced environment while keeping a sharp attention to details

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities