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As part of the Global Customer Success support team the support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe. Using expertise and product knowledge working hand in partnership with Vizrt customer base to ensure a timely and quality resolution.
A Global Support engineer will:
- Accept all inbound customer contacts either by Phone, Chat, Email or through global support portal.
- Prioritize case workload as per the global support priority process.
- Troubleshoot, identify solutions and, using effective communications work in partnership with our customers to ensure resolution and satisfaction.
- Escalate appropriate cases where necessary to other departments (E.G. Professional services)
- Take ownership of individual performance to achieve KPI expectations.
- Adhere to the Global Support Quality Framework expectations.
- Ensure full, effectively communicated handovers where appropriate.
- Manages upwards to global support leadership community to raise concerns/friction points from global support offering appropriate resolutions.
- Shares knowledge & understanding with colleagues and management proactively.
- Attends regular meetings with fellow global support engineers to review common feedback & best practice, summarizing to head of support.
- Are competent mentoring new joiners into the Global Support team, manages onboarding though Vizrt buddy system.
- Attends & contributes to regular support meetings with key accounts, communicating case updates confidently
- Is an escalation point for Level I support engineers, coaching knowledge & behaviors where appropriate.
- Confident handling customer conflict, diffusing customer dissatisfaction and ensuring resolution.
- Attends training session of new product offerings, designing and delivering internal training back to global support team members.
- College Degree or equivalent work experience
- 3+ years system administration experience working in support role in broadcast system integrator or software/hardware vendors.
- Technical experience using Vizrt Mosart product is an advantage
- Experience in studio broadcast environment and equipment such as Automation application, video server, vision switcher, audio mixer, router, robotic camera and NRCS.
- Good understanding of news studio workflow and video technology.
- Experience in Windows and networking system administration
- Good investigation and troubleshooting logic.
- Experience troubleshooting mission critical software systems.
- Experience providing second line support for customers in a professional manner.
- Written & spoken English language proficiency.
- Able to work a flexible shift pattern including nights, evenings, and weekends.
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.
Recruitment Process for this role:
1. Recruiter Screening
2. Team Interview
3. Case/ Code Test
4. Final Interview
