Customer Support Specialist (m/f)

About the role

Broadcast Centre Europe (BCE), part of the RTL Group, is looking for a Customer Support Specialist to join its Customer Support team within the Customer Services Unit. The team is the central first point of contact for all BCE services, supporting an international customer base and handling incidents, requests and operational questions consistently. The specialist provides structured first-line support after service delivery, creates and follows up tickets, supports SLA adherence and works closely with IT Support, System Maintainers, Service Delivery Management, the NOC, Monitoring, Media Operations and Product Owners.

Key responsibilities

• 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 ticketing system.
• Perform standardised support tasks according to defined processes and procedures.
• Carry out initial troubleshooting and triage, including log checks, monitoring dashboard reviews, system status verification and access/permission validation.
• Handle Identity and Access Management tasks such as account creation, modification and deactivation, and role and permission assignments.
• Coordinate requests and incidents with media operations, system maintainers and product owners, and escalate issues clearly to technical teams.
• Follow up on requests and incidents to ensure continuity, traceability, SLA compliance and timely resolution.
• Highlight blockers, risks or recurring issues to Service Delivery Managers and keep accurate ticket documentation for reporting.
• Monitor systems and live services with shared dashboards and raise incidents when anomalies appear.
• Contribute to knowledge base content, standardised procedures and continuous improvement initiatives.

Required profile

• 1-3 years of experience in customer support, service desk, operations support or managed services in a technical environment.
• Solid understanding of technology and IT fundamentals, including basic networking and system monitoring.
• Good general understanding of media environments (streaming, live services, VOD, OTT) is a plus.
• Strong analytical, problem-solving and communication skills, able to explain technical situations clearly to customers and stakeholders.
• Organised and able to handle several requests in parallel while keeping documentation quality high.
• Fluent English; proficiency in French, German and/or Luxembourgish is a strong advantage.

Required skills

• Ticketing systems and monitoring tools
• ITIL concepts such as incident management, request fulfilment, escalation and service levels (a plus)