Customer Support Specialist (m/f)
Bertelsmann · Luxembourg
Company Description
- Broadcasting Center Europe (BCE) is a European leader in media services, system integration and softwaredevelopment in the areas of television, radio, production and postproduction, telecommunication and IT.
- With its extensive experience on the media market, our team provides high-quality services and will always findthe solution that matches your project and budget.
- With more than 200 highly qualified and motivated people, BCE serves about 400 clients in various sectors,such as TV channels, radio stations, film distributors, producers, advertising companies, telecommunicationsoperators and public services.
- BCE is part of RTL Group, leader across broadcast, content and digital.
Job Description
- Act as the first point of contact for customers regarding Media Services and related platforms.
- Receive, log, qualify, document, and manage customer requests and incidents through the ticketingsystem.
- Perform standardised customer support tasks in line with defined processes and procedures.
- Perform initial troubleshooting and triage (including basic log checks, monitoring dashboard review,verification of system status, and validation of user access and permissions).
- Perform Identity and Access Management (IAM) tasks (including account creation, modification, anddeactivation; role and permission assignments; and access validation).
- Coordinate customer requests and incidents with media operations teams, system maintainers, andproduct owners.
- Provide clear, complete, and structured information when escalating issues to technical teams.
- Follow up on requests and incidents to ensure continuity, traceability, SLA compliance, and timelyresolution.
- Proactively highlight blockers, risks, or recurring issues to Service Delivery Managers.
- Maintain accurate and high-quality ticket documentation used for operational reporting and servicemeasurement.
- Monitor systems and live services using shared monitoring tools and dashboards, and proactively raiseincidents when anomalies are detected.
- Communicate clearly and professionally with customers and internal stakeholders throughout the requestand incident lifecycle.
- Contribute to knowledge base content, standardised procedures, and continuous improvement initiatives.
Qualifications
- 1–3 years of experience in customer support, service desk, operations support, or managed serviceswithin a technical environment (media, broadcast, IT, telecom, cloud, or platform-based services).
- Solid baseline understanding of technology (systems, applications, platforms, workflows, networks),enabling you to quickly grasp technical concepts, analyze issues, and contribute to root cause analysis incoordination with technical teams.
- Good understanding of IT fundamentals (including applications and platforms, basic networking concepts,and system monitoring principles) .
- General understanding of Media environments (including basic knowledge of streaming and live services,awareness of VOD and OTT service models, and high-level understanding of media delivery chains) is aplus.
- Comfortable working with ticketing systems, structured processes, escalation workflows, and monitoringtools.
- Familiarity with ITIL practices, especially incident management, request fulfilment, escalation, and servicelevel concepts, is a plus.
- Able to interpret technical information, logs, or system behaviors sufficiently to qualify issues and providemeaningful context to 2nd & 3rd level support teams.
- Strong analytical and problem-solving skills, with the ability to identify patterns, recurring issues, andoperational risks.
- Excellent communication skills, able to translate technical situations into clear, structured messages forcustomers and internal stakeholders.
- Organised, reliable, and able to manage multiple requests in parallel while maintaining documentationquality.
- Fluent in English. Profitiencies in French, German, and/or Luxembourgish are strong advantages.
Additional Information
- As a Customer Support Specialist, you are part of BCE’s Customer Support team within the Customer ServicesUnit. The team acts as the central first point of contact for all BCE services, supporting an internationalcustomer base and ensuring that incidents, requests, and operational questions are handled consistentlyacross the organization.
- You provide structured first-line support after service delivery and throughout the service lifecycle. You createand follow up tickets, handle customer requests, support SLA adherence, and provide clear customercommunication. You work in close collaboration with IT Support, System Maintainers, Service DeliveryManagement, the NOC, Monitoring, Media Operations teams, and Product Owners to coordinate issueresolution, manage escalations, and maintain service continuity.
- In this role, you help stabilise operations by ensuring customer needs are properly understood, prioritised, andaddressed in line with defined processes and agreed service commitments.
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