Technical Support Engineer I
Job Description
- Accept inbound customer contacts via Phone, Chat, Email, or through the global support portal.
- Prioritize case workload following the global support priority process.
- Troubleshoot and identify solutions while maintaining effective communication with customers for resolution.
- Escalate cases to higher-level support or other departments, such as Professional Services, when necessary.
- Take ownership of individual performance to meet Key Performance Indicators (KPIs).
- Adhere to Global Support Quality Framework expectations.
- Participate in handover communications effectively.
- Proactively share knowledge and insights with colleagues and management.
- Engage in regular meetings with fellow support engineers to discuss best practices and feedback.
- Associate's degree or equivalent work experience preferred.
- 1-2 years of experience in a technical support role, preferably in the broadcast industry.
- Familiarity with studio broadcast environments and equipment, including software applications for video and audio production.
- Understanding of basic networking systems and Windows administration.
- Strong troubleshooting skills and logical problem-solving abilities.
- Good verbal and written English communication skills are essential.
- Ability to work flexible hours, including nights, evenings, and weekends, as needed.
- Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
- Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
- Professional Development: Opportunities for ongoing training
Description
Summary of Position
As a member of the Global Customer Success support team, the Technical Support Engineer I will be responsible for first-level support, handling all inbound cases raised by Vizrt customers. This role utilizes knowledge of Vizrt products and effective communication skills to ensure timely resolution and high customer satisfaction.
A Technical Support Engineer I will:
- Accept inbound customer contacts via Phone, Chat, Email, or through the global support portal.
- Prioritize case workload following the global support priority process.
- Troubleshoot and identify solutions while maintaining effective communication with customers for resolution.
- Escalate cases to higher-level support or other departments, such as Professional Services, when necessary.
- Take ownership of individual performance to meet Key Performance Indicators (KPIs).
- Adhere to Global Support Quality Framework expectations.
- Participate in handover communications effectively.
- Proactively share knowledge and insights with colleagues and management.
- Engage in regular meetings with fellow support engineers to discuss best practices and feedback.
Requirements
- Associate's degree or equivalent work experience preferred.
- 1-2 years of experience in a technical support role, preferably in the broadcast industry.
- Familiarity with studio broadcast environments and equipment, including software applications for video and audio production.
- Understanding of basic networking systems and Windows administration.
- Strong troubleshooting skills and logical problem-solving abilities.
- Good verbal and written English communication skills are essential.
- Ability to work flexible hours, including nights, evenings, and weekends, as needed.
Benefits
More stories, better told
Vizrt®️ is the world’s leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media – unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers’ success, giving them the right tool for the job, and accelerating their creative excellence.
More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt
We offer a comprehensive benefits package that includes:
- Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
- Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
- Professional Development: Opportunities for ongoing training
Join our team and take advantage of these benefits while working in a dynamic and supportive environment.
Recruitment Process for this role:
1. Recruiter Screening
2. Team Interview
3. Case/ Code assignment
4. Final Interview
