Digital Operations Support Specialist na undefined

Must be able to work onsite in Holland, OH.  This role will transition to hybrid after 60-day orientation period.

Midwest Tape | Hoopla

For over 30 years, Midwest Tape has served libraries and their patrons with unparalleled access to the best content available in the media world. Our digital offering, hoopla Digital, combines the media and library expertise of Midwest Tape with the latest in web and mobile technology, delivering an all-in-one experience to the library world. As hoopla continues to grow on a global scale, we are expanding our team.

At Midwest Tape, we know our people are the reason for our success. We value our employees and believe in empowering them to help them thrive. We offer competitive pay and benefits, a healthy work/life balance, and appreciation for a job well done.  

Position Summary:

Responsible for resolving content playback errors reported. Establish Salesforce case management and content testing workflows to support production support initiatives. Review, analyze, and test content errors reported by hoopla patrons, customers, and internal stakeholders. Able to work in a cross-functional team environment as well as independently within specialized production support procedures. 

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

1. Review Salesforce cases entered from patrons and determine action items to resolve proven content errors.
2. Coordinate testing playback as well as tasks required to resolve high volume of playback issues. 
3. Submit bug or enhancement development tasks according to established procedures.
4. Develop and document content production support workflows and guidelines as needed.
5. Design and coordinate implementation of content testing automation with the QA Automation team.
6. Work in conjunction with hoopla patron support and development teams to prioritize developer research and/or tasks for high-impact reported errors that are trending.
7. Identify, analyze, and document ingestion team-related opportunities for improvement.
8. Perform additional business analysis as required by collaborating with Analytics or Salesforce team to create and run reports, dashboards, accumulating data, etc.
9. Identify key performance indicators to set and monitor department goals.
10. Stay abreast of the latest advancements and trends in the digital media industry.

Skills:

• Possesses a deep understanding of core ingestion workflows and technologies.
• Experience with digital media formatting, processes, and industry standards required.
• Must possess problem-solving abilities.
• Excellent focus and strong attention to detail.
• Self-directed with the ability to work with minimal supervision and meets goals.
• Exceptional communication skills, both oral and written, including the ability to communicate technical issues.
• Advanced knowledge of devices and web browsers, as well as web platforms to assist in testing.

Preferred Education Requirements: 

• Associates or Bachelors’ Degree in related field or equivalent experience.

Preferred Experience:

• 2 years of experience in Ingestion Coordinator role or related area.
• Experience with media playback and services on a mobile device is required.
• Familiarity with the tools, concepts and methodologies of website / mobile application testing.
• Knowledge of Salesforce and Jira is preferred.
• Familiarity or experience with Perfecto, or comparable, web and mobile testing applications preferred. 

Physical Requirements/Work Environment:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time.
• Perform repetitive motion-type tasks
• Must be physically present for meetings, presentations, and training. 

Benefits:

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Paid time to volunteer
• Training & career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.