Customer Success Specialist

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. 

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: 

• 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 Clustering 

• 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