Customer support specialist (english & french speaker)

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.
Act as the first point of contact for customers regarding Media Services and related platforms.
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).
Follow up on requests and incidents to ensure continuity, traceability, SLA compliance, and timely resolution.
Monitor systems and live services using shared monitoring tools and dashboards, and proactively raise incidents when anomalies are detected.
Contribute to knowledge base content, standardised procedures, and continuous improvement initiatives.
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).
Able to interpret technical information, logs, or system behaviors sufficiently to qualify issues and provide meaningful context to 2nd & 3rd level support teams.
Fluent in English. Profitiencies in French, German, and/or Luxembourgish are strong advantages.
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.