Offer summary

Qualifications:

Proven experience as a Service Desk Analyst., Fluent in English and Czech, with a third European language preferred, ideally German., Excellent communication and customer service skills., Strong fault analysis and incident management abilities within SLAs..

Key responsabilities:

Triage, investigate, and resolve or escalate queries across diverse technical areas.

Schedule and monitor customer upgrades.

Support and maintain a Known Error Database.

Collaborate within an ITIL environment and provide excellent customer service.

Job description

Tubular and Lineup have partnered with Chartbeat to help you grow reach and revenue for your content.

Chartbeat’s (www.chartbeat.com) mission is to help content creators around the world better connect with their audiences.

In 2023, Chartbeat joined forces with Tubular, the leader in global social video intelligence and measurement, and Lineup Systems, the leading global provider of media sales technology. Together, we’re expanding the ecosystem of insights we provide to enterprise content creators who are developing audiences and revenue streams across channels. We now serve more than 1,000 brands globally, including The New York Times, the BBC, ESPN, Gannett, Vox, BuzzFeed, Paramount, WB, Mediahuis, Hearst, McClatchy, and GQ.

You'll be joining a diverse group of focused, hard-working people who are passionate about doing work that's challenging and fun—and who strive to maintain a healthy work/life balance.

Reports To: Global lT and Customer Services Manager

Location: Remote, based in the Czech Republic

About Lineup

Lineup offers state-of-the-art ERP and sales management solutions to help media companies streamline operations and drive revenue. Since 2009, our sales and revenue management tool, Adpoint, has served major global media organizations, establishing us as experts in comprehensive media sales solutions. With a team of over 100 professionals across offices in London and the Czech Republic, we serve an international clientele.

Role Overview

Lineup is seeking a Service Desk Analyst (contractor) with broad experience in application support across various technical areas. This role focuses on triaging and investigating queries, attempting first-line resolutions, or escalating to the appropriate teams (e.g., Infrastructure, Development, Project Delivery). This position is ideal for someone eager to learn about and support our bespoke product, Adpoint, used by some of the world’s largest and best Media companies.

Key Responsibilities:

Triage, investigate, and resolve or escalate queries across diverse technical areas.
Schedule and monitor customer upgrades.
Support and maintain a Known Error Database.
Collaborate within an ITIL environment.
Work with JIRA and Confluence.
Provide excellent customer service.

Qualifications:

Proven experience as a Service Desk Analyst.
Fluent in English and Czech – written and oral
Third European language preferred, ideally German
Proactive, self-starter with a positive outlook.
Excellent communication skills – written and oral
Great customer service skills
Able to self-manage their workload and meet deadlines
Strong 2nd line fault analysis, diagnosis, and incident management within SLAs.
Ability to speak directly with customers to review their JIRA tickets, projects, and future needs

Diversity, Equity, and Inclusion Statement

At Chartbeat we strive to create and continually grow as a company where all employees are able to be their authentic selves. We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences. Our strength is our diversity and we are dedicated to continuously reflect upon, and evolve our efforts to maintain a diverse, equitable and inclusive ecosystem.

Equal Opportunity Employment Statement

Chartbeat is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Chartbeat's CCPA disclosure notice can be found here.

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