Technical Support Agent (TSA) : Content & Metadata

Location: WFH/Office Based/Hybrid/Other (if hybrid, confirm how many days in office and at home)

Working hours: 37.5 hours, 5 days a week

The Role

As a Technical Support Agent in this area, you will be working within our ingestion process for digital content (PDF, EPUB and Courseware) and metadata (CSV, XML, JSON, Excel) from various sources. You will work within our Content & Metadata Governance Team to ensure that all digital files are correctly formatted, optimized, and ingested into our systems. Your role will be crucial in maintaining the quality and accessibility of our digital content library. You will report directly to the Director of Content & Metadata Governance.

Key responsibilities

o Solve support incidents using standard operating procedures and where this is not possible engage with the wider team to manage the incident to a successful close.

o Manage support incidents within SLA targets – ensuring the person who logged the call is being updated on a regular basis and we have a plan in place to resolve their support issue.

o Processing exceptions/issues in the ingestion process for EPUB and PDF files, ensuring accurate and timely integration into our content management system.

o Optimize digital files for performance and user experience, including file size reduction and format standardization.

o Collaborate with content providers and distributors to obtain and verify digital content.

o Perform quality checks on ingested content to ensure it meets our standards for accuracy and usability.

o Troubleshoot and resolve issues related to digital content ingestion and optimization.

o Maintain documentation for ingestion processes and procedures.

Key skills & Requirements

o No formal qualifications are required if you have sufficient relevant commercial experience. A BTEC HND or Bachelor's degree in Information Technology, Library Science, Digital Media, or a related field is an advantage.

o You need to have strong HTML, CSS and Javascript skills – EPUB is, in simple terms, a zipped-up website. If you have strong HTML/CSS/Javascript but no EPUB experience, we are still interested in talking to you.

o You need to have strong skills for processing and manipulating CSV, Excel, XML and JSON data files. You should be able to transform data from one format to another and resolve validation errors.

o Although not primarily a development role, you should have Python scripting skills. This will help you work closely with the development team and allow you to contribute to process automation.

o The ideal candidate will have proven experience in digital content management, with a focus on EPUB and PDF ebook formats.

o The ideal candidate will have experience of PDF authoring, optimisation and troubleshooting.

o Experience with digital content ingestion tools and automation processes.

o Familiarity with metadata standards and digital rights management.

o Experience of addressing Accessibility issues in web applications, EPUB / PDF would also be an advantage.

o Strong technical skills, including proficiency with content management systems and digital file formats.

o Excellent attention to detail and problem-solving abilities.

o Ability to work independently and as part of a team.

o Strong communication skills, excellent spoken and written English, and the ability to collaborate with cross-functional international teams. You should, for example, be able to explain technical issues to non-technical internal and external stakeholders with empathy and commercial awareness of the context.

o Excellent customer service skills. You will need to speak to our publishing partners and clients and represent the company professionally in online meetings and written communications.

o Excellent Excel skills and general administration using Microsoft Office applications.

o Excellent admin and organisation skills.

o Experience working with the Salesforce CRM would be helpful.

o Finally, the ideal candidate will love books!

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