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Customer Support Team Lead
Meredith
Des Moines, IA, United States
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Job Title
Customer Support Team Lead - DAM Services
I. Job Summary
| Major goals and objectives.
Perform variety of Digital Asset Management (DAM) customer support-related tasks—including contracts/rights management, asset delivery for licensing activities, and search assistance–for the company’s creative content in various DAM systems. Customer Support Team Lead will consistently perform at a level that meets or exceeds performance standards, as established by Assistant Manager, Digital Asset Management Services.
II. Essential Job Functions
Weight%
Accountabilities, Actions and Expected Measurable Results
70%
Perform customer support tasks for all asset types (images, layouts, videos, etc.), such as validating asset rights, in all Meredith repositories. Includes approving/facilitating approval of assets for resuse by third parties and deliving assets by predetermined methods and timelines.
10%
Perform leadership responsibilities as assigned by the Assistant Director, Digital Asset Management Services. Includes providing day-to-day training, guidance, and support to team. Team Leader will participate in project management meetings to pre-plan new work and provide feedback for improving existing workflows. Team Leader will provide ongoing team performance feedback to the Assistant Director, Digital Asset Management Services.
10%
Perform system testing for problem resolution and/or enhancement purposes.
5%
Provide customer search support services, as required.
5%
Assist in maintaining operation's accounting procedures, including daily tracking of jobs, schedule adherence, and time spent per job/piece of work.
**
Participate in training or use other methods to stay up-to-date on DAM developments, such as industry trends and software and technology advancements.
**
Complete special tasks as requested.
100%
III. Minimum Qualifications and Job Requirements| All must be met to be considered.
Education:
Bachelor's degree in Journalism, Computer Science, Graphic Design, or a related field or equivalent training and/or experience.
Experience:
At least 2 years’ experience working with software, including Adobe Creative Suite and Microsoft Office.
Specific Knowledge, Skills and Abilities:
Exposure to DAM and workflow management systems, such as WoodWing and K4, and working knowledge of DAM workflows and industry standards a plus.
Strong attention to detail, ability to work well with people at all levels, and provide outstanding customer services to both internal and external stakeholders. Must be able to manage multiple projects simultaneously while working on under time constraints and pressure to meet changing deadlines.
% Travel Required (Approximate): 0