Toolbox
Media • SaaS • Telecommunications
Toolbox is a leader in providing specialized over-the-top (OTT) technology solutions for TV operators and content providers. They offer end-to-end solutions for developing and enhancing OTT and independent products to help businesses thrive in the digital landscape. Toolbox's offerings include user authentication and authorization services, unified payment integration, centralized integration for subscriber acquisition, and intelligent content integration. They also focus on providing a seamless content distribution experience with their affiliate and pay solutions, sports hub for OTT sports content, live streaming capabilities, and content protection with DRM and encoding. Toolbox aims to optimize business models and enhance platform performance for its clients in the digital world.
IT Customer Care Coordinator
Job not on LinkedIn
November 17
🗣️🇪🇸 Spanish Required
Toolbox
Media • SaaS • Telecommunications
Toolbox is a leader in providing specialized over-the-top (OTT) technology solutions for TV operators and content providers. They offer end-to-end solutions for developing and enhancing OTT and independent products to help businesses thrive in the digital landscape. Toolbox's offerings include user authentication and authorization services, unified payment integration, centralized integration for subscriber acquisition, and intelligent content integration. They also focus on providing a seamless content distribution experience with their affiliate and pay solutions, sports hub for OTT sports content, live streaming capabilities, and content protection with DRM and encoding. Toolbox aims to optimize business models and enhance platform performance for its clients in the digital world.
📋 Description
• Serve as the primary liaison between clients and technical teams, ensuring alignment, transparency, and clear communication throughout the incident lifecycle. • Perform technical analysis of incidents to identify impact, urgency, and possible root causes. • Coordinate cross-functional resolution efforts, working closely with Backend, Product, and QA teams to minimize client impact and ensure SLA/OLA compliance. • Lead and document post-incident reviews, driving continuous improvement and long-term preventive strategies. • Maintain and update runbooks, knowledge bases, and process documentation, ensuring operational consistency. • Oversee onboarding, training, and technical evaluation of Customer Support agents, ensuring ongoing development and service quality. • Manage incident escalation processes, determining when and how to escalate issues effectively. • Contribute to the continuous improvement of incident management workflows, tools, and cross-team collaboration. • Participate in after-hours incident management as part of the global 24/7 support structure.
🎯 Requirements
• 3+ years in Incident Management, Technical Support, or Customer Success roles in technology-driven environments. • Excellent written and verbal communication in English and Spanish. • Strong understanding of databases (SQL / NoSQL), REST APIs, and SOAP services. • Familiarity with Node.js, MongoDB, Kubernetes, Docker, and React.js. • Knowledge of at least one programming language and experience with third-party integrations. • Proven ability to manage multiple incidents simultaneously, ensuring SLA/OLA compliance. • Ability to quickly assess situations, identify root causes, and drive effective solutions. • Strong organizational and coordination skills.
🏖️ Benefits
• No explicit benefits listed
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