Scope

Provide technical assistance on customer service requests (Customer Incidents, Change Requests, Request for Information). Technical assistance includes expertise, advice to customers & management of customer issues within the assigned product families.
Take full ownership for response time and issue restoration within the assigned Tier, in order to meet customer service level commitments and increase customer satisfaction.
Follow-up issue resolution.

Job Description

  • Ensure intake of internal and/or external service requests. categorize and submit customer incidents, change requests, and request information through the customer support system
  • Ensure assignation, investigation, diagnosis, restoration, follow-up of the resolution, and hand-over and if necessary, escalate the issue to a higher Tier in accordance with procedures & guidelines
  • Take service request ownership, ensure monitoring, tracking, and ongoing client communication
  • Manage customer expectations throughout support service delivery within the assigned Tier
  • Provide client support, advice, and technical issue resolution via phone, email, and/or onsite assistance
  • When applicable, configure and install products, systems, solutions, equipment for demo, training, and/or support needs
  • Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions
  • Provide coaching, assistance, and (advanced) technical training to colleagues and/or customers in the use of EVS product families, systems, and applications
  • Follow up on SLA, issues, and risks in the customer service, define solutions and/or temporary workarounds for restoration
  • Create and maintain technical documentation in appropriate systems, as well as ensure periodic service level reporting
  • Issue technical notes, procedures, and work methods to maintain and extend the knowledge base
  • Liaise closely with colleagues and provide product feedback to reduce or prevent future customer issues
  • Adhere to department policies and procedures regarding service delivery (when applicable: e.g. ticketing, escalation, 24/7 customer support hotline, etc.)
  • In turn, be part of the On-Call system (24/7 customer support hotline)
  • Actively participate in continuously improving our internal operations.​​​​​​

Profile

  • Degree in Computer Sciences or Engineering, or related broadcast technical industry 

Experience :

  • at least 3 years of EVS Workflows and Product Knowledge
  • or 3 years with a Technical background in the Broadcast Industry with Technical Account Management experiences

Prerequisites :

  • Technology minded. Strong IT knowledge (Networking, Broadcast standards, Cloud computing, ...)
  • Organized, achieve high-quality deliveries, result-oriented
  • Team player, willing to share with peers

Soft skills :

  • Organized, achieve high-quality deliveries, result-oriented
  • Team player, willing to share with peers
  • Context switching, able to manage multiple Accounts in parallel
  • Excellent communication skills, written and verbal
  • High-stress resistance; do not give up in crisis situations; do not lose control under pressure
  • Customer Management experience is a plus
  • Aligned with EVS values : Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success Why join EVS ? | EVS

Languages :

  • Full working proficiency in Spanish
  • Full working proficiency in English
  • Another language is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.
EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.
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