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Looking for a talented Technical Support Specialist to join our Customer Success Team. You will be supporting all of our broadcast and sports venue clients around the world. From the Olympics to the Super Bowl to election nights, we power graphics and broadcast workflows for all the biggest names in broadcast and sports.Â
What you’ll do
Be the first point of contact for customers experiencing technical issues
Own reported issues and see them through to resolution
Diagnose, troubleshoot, and identify solutions to resolve customer issues
Reproduce customer issues in lab environment
Work cross functionally with internal teams to escalate and track unresolved issues
Communicate accurately, regularly and promptly with customers experiencing issues
Document root causes and steps to resolution issues through internal case-management system
Update and maintain our internal knowledgebase
Experience we’re looking for:Â
Experience diagnosing/fixing/troubleshooting hardware and software issues
Demonstrated skills in configuring/troubleshooting RAID arrays
Hands on experience with system imaging software (i.e. Symantec Ghost or similar)
Knowledge of basic Networking, TCP/IP and Windows file sharing
Experience setting up and maintaining Microsoft SQL and SQL ClusteringÂ
Technical knowledge of installing and maintaining operating systems - specifically Microsoft Windows Server, Windows XP, Windows 7, Windows 10, and Linux CentOS
Customer service experience in a technical support environment
Must be proficient in any of the following languages: English, Spanish, German, French (read, write, speak)
Excellent troubleshooting and debugging skills
Well-organized, very detail oriented, and able to work on multiple projects
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Keen attention to detail with accurate record keeping
Must be able to work with a team as well as independently
Bonus if you have the following:
Scripting experience with C#, Python or other popular languages
Knowledge of Adobe Photoshop and/or Creative Suite a plus
Additional education and computer courses are assets
Prior knowledge of Salesforce or similar CRM systems will be an asset
Travel:
5%-10% travel may be required
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