Job Description
Who You Are:
The Sales Operations Technical Support Specialist provides technical support to internal and external users within a designated region. This role serves as a primary point of contact for troubleshooting, researching, and resolving website, digital platform, and online service issues escalated by sales teams and customers. The specialist is responsible for monitoring, prioritizing, and responding to support requests, identifying root causes, and ensuring timely issue resolution in accordance with established processes and service expectations.
Working under general supervision, the Sales Operations Technical Support Specialist applies advanced technical knowledge and judgment to resolve complex support issues, document solutions, and escalate matters as needed. The role collaborates closely with cross-functional teams to address system and customer-impacting issues, support operational improvements, and contribute to a positive user experience.
Your Next Challenge:
- Provide daily internal support for Sales & Service teams globally via Salesforce Case and Request
- Provide weekly external support for RIBU (Post Production partner) with an element of collective team oversight for our offshore operations in Mumbai; this will entail technical support, handling escalations, monitoring and mentoring
- Execute Market Freeze requests, working with Sales and external partners/contributor's, negotiating and providing embargo terms and conditions
- Responsible for buyout requests, working with Sales and external partners/contributor's, negotiating complete copyright buyout transactions
- Execute Model Release requests, assisting RIBU execute majority of release operations, handling escalations and legal requirements
- Handle GDPR requests, deleting appropriate data from internal platforms as required
- General request support, including Culled Asset and Image Evaluation
- Partner with Legal & Sales as needed to complete complex requests and releases
- Responsible for technical troubleshooting including bulk deal support, vector issues, rush asset deliveries, etc.
- Assist with Sales Operations projects and initiatives where appropriate
- Other duties as required
What You'll Need:
- Minimum of 3 years relevant work experience including customer service/technical support for software and hardware issues is required.
- Experience working in a regional environment with wider global impact and network is preferred.
- Demonstrated experience utilizing Salesforce Case and Request objects to track, manage, and resolve customer and internal support inquiries.
- Advanced knowledge of Mac and Windows operating systems, including hardware, software, and browser-based troubleshooting.
- Strong technical troubleshooting skills with the ability to diagnose and resolve website, network connectivity, firewall, operating system, and online service issues using established processes and procedures.
- Proficiency in handling digital media assets, including image and video file formats, file transfers, and content-related support activities.
- Working knowledge of digital content workflows and content editing tools; experience with digital asset management processes preferred.
- Proficiency with Adobe Photoshop and related tools for basic image editing, troubleshooting, and file preparation.
- Strong working knowledge of Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Ability to prioritize and manage multiple support requests simultaneously while maintaining accuracy, responsiveness, and attention to detail.
- Strong organizational and documentation skills, including the ability to maintain accurate case records and support-related information.
- Effective verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical users.
- Demonstrated ability to exercise sound judgment in resolving complex support issues and appropriately escalating matters when necessary.
- Ability to collaborate effectively with sales, technical, and operational teams to support issue resolution and service delivery.
- Professional, customer-focused approach to problem solving, with the ability to remain calm and effective when handling urgent or high-volume support requests.
There’s a story in every picture, a narrative in every frame.
We believe in the power of visuals. As a leading visual content creator, our three brands–Getty Images, iStock, and Unsplash–offer a full range of content solutions to meet the needs of any customer, whatever their size, location, or budget. Whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving, our visuals help any brand, business, or organization communicate more effectively with their target audience and urge them to action. In other words, we know how powerful an image or video can be—and that it can move the world.
Working at Getty Images
Our goal is to be one of the best places to work globally, which means we’re dedicated to providing experiences and resources that allow you to do your best work. Foundational to our culture are our Leadership Principles, which are the shared values that guide how we come together to do our work. We raise the bar and collectively bring solutions while exercising trust, transparency, and care. We actively reject biased behavior and are inclusive of different voices, perspectives, and experiences. We focus on our customers and deliver on our commitments and commercial goals.
We foster a collaborative and supportive environment that prioritizes delivering results efficiently and using time wisely, so that all employees can achieve balance between commitments to the company and health and well-being in our lives. We value the importance of rest and recovery ranging from company-paid holidays to time away from work. Our flexible time off policy is above industry standard. We offer premier benefits with options including above-market competitive medical, dental, vision, health plan savings accounts, life and disability plans, global employee assistance programs, legal, pet, home, and auto coverage at preferential group rates and discounts, as well as retirement and financial education and tools. Full-time employees working at least 25 hours per week are eligible for these programs and health benefits on the 1st of the month following their date of hire.
Getty Images Holdings, Inc is a publicly traded company, and its common stock is listed on the New York Stock Exchange under the symbol "GETY". You may be eligible to participate in our Employee Stock Purchase Plan, which allows employees to purchase company stock at a 15% discount to market.
Our employees’ growth, development, belonging, and engagement are important investments. We offer learning experiences ranging from leadership development, diversity and inclusion training, mentoring programs, a high potential program, and professional and skills development. We prioritize staying connected in our hybrid-working world and encourage participation in global morale events and local gatherings, as well as finding community in one or more of our Employee Resource Groups. Learning about our business is paramount, and our open and transparent culture means you’ll have direct access to experts and senior leaders via open forums, all hands, and content hours.
Getty Images believes that diversity is critical to our success in moving the world and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire based on merit, competence, performance, and business needs. Getty Images is an equal-opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
