Technical Support Representative

Job Description:

• Field complex/escalated issues for high value or critical clients.
• Troubleshoot audio/video hardware and audio/video signals.
• Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
• Validate and identify product bugs and be able to document the expected behaviors for resolution.
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• Updating the ticket tracking system to provide an accurate, and current, status of support issues.
• Creating Knowledge Base articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Requirements:

• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of video resolutions, frame rates, and video formats.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
• Experience with live streaming events, gaming or other channel content.
• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (e.g. system down) situations to de-escalate to chart a path towards resolution.
• 1-2 years experience providing technical support for cloud-based software or services.
• Able to convey complex technical issues to other experts, as well as technical novices.
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
• Good-to-have: You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems.
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with GitHub, CI / CD, software deployment.
• You have experience with installing audio or video systems, including home or auto projects.
• You have experience building and repairing computers.
• You have previous television or video broadcast experience.

Benefits:

• Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO