The Customer Solutions Support I (CSS I) provides first-level support for customers by handling inbound inquiries via phone, email, chat, and support tickets. This role involves troubleshooting technical issues, guiding customers through the use of HSI platforms and software, and delivering timely, accurate, and professional assistance. The CSS I plays a vital role in creating a positive customer experience and contributing to customer retention. - Respond promptly and courteously to customer inquiries via phone, email, chat, and support cases. - Troubleshoot basic to moderately complex technical issues across platforms, including password resets, account access, and system navigation. - Assist users with platform features and functionality, including Learning Management System (LMS) use and general system navigation. - Document customer interactions and resolutions accurately while maintaining data and account security protocols. - Escalate complex or unresolved issues appropriately, ensuring a smooth transition for continued support. - Communicate known issues, customer feedback, and potential system improvements to management and product teams. - Participate in product and process training to stay current on platform updates and support practices. - Support departmental projects, including software testing or specialized training areas, as assigned. - Foster positive relationships with customers by providing clear, patient, and empathetic communication. - Maintain a consistent focus on quality, timeliness, and resolution accuracy. - Promote and support company culture and team values in daily interactions. Competencies - Adaptability: Thrives in a fast-paced environment, managing multiple priorities effectively. - Positive Interactions: Radiates positivity and reassurance, making customers feel at ease, even over the phone. - Customer Focus: Exhibits exceptional phone presence and communicates patiently and clearly, regardless of customers' computer expertise. - Self-Discipline: Works autonomously or collaboratively within a team, ensuring consistent productivity. - Multi-Tasking: Capable of juggling multiple activities without compromising quality or deadlines. - Problem Solving: Demonstrates initiative and logical thinking in troubleshooting issues and escalating when appropriate. - De-escalation: Handles customer complaints calmly, prioritizing resolution and customer satisfaction.

• Supporting JVM-based apps - ADVANCED • Supporting CLI / agent-based tooling - ADVANCED • Understanding of LLM-based agents (tool use, context window, providers, BYOK) - ADVANCED • Problem-solving and root-cause analysis - ADVANCED • Developer support - ADVANCED • Communication skills - ADVANCED • Knowledge management / KCS - ADVANCED • IntelliJ IDEA / PyCharm / WebStorm - ADVANCED • OS administration skills - REGULAR • Docker/WSL - REGULAR • Version Control Systems - REGULAR • HTTP / network protocol troubleshooting - REGULAR • Mentoring and process improvement - REGULAR

Role Description We’re looking for a responsible, detail‑oriented, and eager‑to‑learn Ingest/Support Specialist to join our metadata operations team. This role is ideal for someone early in their career who enjoys solving problems, learning new tools, and understanding how technology and data systems work. You don’t need years of experience — what matters most is your mindset: - Curiosity - Reliability - A genuine interest in technology and metadata workflows As an Ingest/Support Specialist, you’ll help ensure the smooth delivery of metadata to our clients. You’ll learn how ingest pipelines work, how to troubleshoot issues, and how to communicate clearly with internal teams and external partners. Key Responsibilities - Monitor data deliveries across ingest pipelines to ensure accuracy, timeliness, and completeness. - Investigate and perform root cause analysis of technical issues, escalating when needed. - Communicate with clients in a clear, professional, and friendly way. - Track recurring issues and help identify patterns or improvements. - Work closely with the Support Lead and technical teams to refine workflows. - Document findings to support team knowledge and future learning. Qualifications - Strong communication skills in English (written and verbal). Spanish or Portuguese is a plus. - A responsible, proactive attitude — you take ownership and follow through. - Curiosity about technology, data, and how digital systems work. - Ability to manage your time and work independently on a part‑time schedule. - Basic familiarity with spreadsheets (Excel, Google Sheets) and a willingness to learn more. - Interest in structured problem‑solving and root‑cause analysis. Requirements - Background in media, VOD, or metadata industries. - Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow). - Strong organizational skills with a focus on process improvement and documentation. - Technical aptitude with experience in data workflows, metadata systems, or digital content pipelines. Benefits - 🚀 Work at the forefront of media tech – Help shape how millions discover TV & streaming content. - 🤝 Be a trusted counterpart – Work directly with key clients to drive their technical success and satisfaction. - 🌍 Collaborate globally – Join a strong team across continents that thrives on innovation and teamwork. - 🎯 Make real impact – Your contribution ensures Simply.TV’s data and solutions empower millions of end users daily. - 📈 Grow and learn continuously – Gain exposure to advanced technologies, media systems, and client infrastructures. Practicalities - Reports to: Support lead - Language(s): English fluency; Spanish/Portuguese is a plus. - Employment Type: Freelancer - Location: Mexico - Type of Collaboration: Freelancer setup (Part-time-32hrs/week) - Collaboration based on a freelancer (contractor) set-up is up to 1000 USD per month on a part-time basis, working Friday to Monday (32 hours per week).

• Ensure smooth technical integrations between Idana and our customers' practice management software. • Independently perform integrations, resolve complex technical support cases, and help expand our knowledge base. • Conduct technical integration appointments with customers via remote support (TeamViewer/AnyDesk) independently. • Configure the interface between Idana and the respective PMS, test the connection, and ensure reliable operation. • Act as the point of contact for complex tickets that go beyond standard cases. • Identify recurring issues and drive automation and self-service solutions. • Improve internal documentation.