TOC Agent

At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.

We’re looking for the best people to join us on our journey. Right now, we’re searching for a Technical Operations Agent in our Stockholm office – are you ready to hit play on an exciting career change?

The role
As a Technical Operations Agent, your main focus is to ensure we deliver superior customer experience when using the Viaplay streaming service and to maintain our platform's stability and continuity. You will work closely with various Development teams, Product Owners and different partners/suppliers. You will be part of a team of brilliant and passionate colleagues who go above and beyond in everything they do. The team works in shifts, and the role includes working during daytime, evenings and weekends on a rotational basis.

You will encounter a wide variety of work tasks in your day-to-day work:

• Monitor and prepare Viaplay content and live broadcasts – and act with speed and accuracy whenever deviations occur
• Research, diagnose, troubleshoot, and identify solutions to resolve incidents as quickly as possible, ultimately ensuring that we comply with agreed performance metrics
• Provide prompt, consistent, and accurate feedback/reporting to predefined stakeholders, internally and externally
• Collaborate with our developers to continuously develop our observability and monitoring systems
• Analyze platform performance data and turn these into insights and actions

What we’re looking for
We understand you may feel confident ticking certain boxes more than others and that’s why we always keep an open mind in our recruitment process. But, in order to thrive in this role, we believe you have demonstrated competence and experience in a similar role.

We are specifically on the lookout for people that subscribe to the following criteria:

• You are tech savvy and have worked in various systems and tools related to customer service and/or tech support/operations
• You can turn data analysis and insights into action
• You are an outgoing problem-solver who thrives in a result-oriented environment
• You have a high sense of urgency that understand the need to act with speed and accuracy
• You are a positive, people-oriented team player who understands the importance of collaboration and communication
• You are structured, passionate, dedicated and maintain a high level of service in everything you do
• You are proficient in English, both verbally and in writing.

What we offer you

• We’ve got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.
• Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.
• A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development.
• An innovative environment with Hack Days once a year. This week-long initiative allows you to think outside the box and deliver creative, technical solutions that (more often than not) go on to be implemented, either in our product or our ways of working.
• Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including serier & viewing events, new release movie rentals, linear channels and more.

Hit play today
If this feels like your kind of challenge, make sure you apply by attaching your CV here – you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position.

Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.

Department
Product, Data & Tech

Locations
Stockholm, Sweden