Customer Support Specialist (m/f)

Broadcasting Center Europe (BCE) is a European leader in media services, system integration and software development 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 find the 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, telecommunications operators and public services.

BCE is part of RTL Group, leader across broadcast, content and digital. 

Your 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 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, and deactivation; role and permission assignments; and access validation).
• Coordinate customer requests and incidents with media operations teams, system maintainers, and product 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 timely resolution.
• Proactively highlight blockers, risks, or recurring issues to Service Delivery Managers.
• Maintain accurate and high-quality ticket documentation used for operational reporting and service measurement.
• Monitor systems and live services using shared monitoring tools and dashboards, and proactively raise incidents when anomalies are detected.
• Communicate clearly and professionally with customers and internal stakeholders throughout the request and incident lifecycle.
• Contribute to knowledge base content, standardised procedures, and continuous improvement initiatives.

Your Profile

• 1–3 years of experience in customer support, service desk, operations support, or managed services within 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 in coordination 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 a plus.
• Comfortable working with ticketing systems, structured processes, escalation workflows, and monitoring tools.
• Familiarity with ITIL practices, especially incident management, request fulfilment, escalation, and service level concepts, is a plus.
• Able to interpret technical information, logs, or system behaviors sufficiently to qualify issues and provide meaningful context to 2nd & 3rd level support teams.
• Strong analytical and problem-solving skills, with the ability to identify patterns, recurring issues, and operational risks.
• Excellent communication skills, able to translate technical situations into clear, structured messages for customers and internal stakeholders.
• Organised, reliable, and able to manage multiple requests in parallel while maintaining documentation quality.
• Fluent in English. Profitiencies in French, German, and/or Luxembourgish are strong advantages.

Your Team 

As a Customer Support Specialist, you are part of BCE’s Customer Support team within the Customer Services Unit. The team acts as the central first point of contact for all BCE services, supporting an international customer base and ensuring that incidents, requests, and operational questions are handled consistently across the organization.
You provide structured first-line support after service delivery and throughout the service lifecycle. You create and follow up tickets, handle customer requests, support SLA adherence, and provide clear customer communication. You work in close collaboration with IT Support, System Maintainers, Service Delivery Management, the NOC, Monitoring, Media Operations teams, and Product Owners to coordinate issue resolution, manage escalations, and maintain service continuity.
In this role, you help stabilise operations by ensuring customer needs are properly understood, prioritised, and addressed in line with defined processes and agreed service commitments.