The Support Specialist will be able to balance between support – pre-sales and project functions. Working directly with television broadcast networks supporting EVS’s product line of Media Infrastructure products. Providing expertise, advice to customers & resolve customer issues within this assigned product family, including Cerebrum, Synapse, Neuron, Strada, etc. The specialist will take full ownership for response time and issue resolution in order to meet customer service level commitments and increase customer satisfaction while collaborating closely with sales to ensure proposed deals include the appropriate technical solutions. Accurately addressing customer needs and supported by key customer technical decision-makers within the organization.
Provide timely follow-up on issues raised by Broadcast engineers concerning MI products (Cerebrum, Synapse, Neuron, Strada…) such as product settings, product application, and network issues.
Provide On-site technical support and consultation for live broadcasts and events.
Provide advanced-level technical consultation to resolve complex problems.
Advise customer on debugging, if possible, by remote access.
Analyze reported issues, asking all relevant debug information (events prior to the error, log files, system back-up, HW and SW versions)
Provide advice on how to retrieve and install Software updates and upgrades.
Ability to travel to/from customer facilities and event-based locations for live broadcasts, in the North/South America Region.
Demonstrate a measurable level of customer service.
Act as a key point of contact for assigned technical accounts (as assigned).
Acquire and maintain a high level of industry knowledge for EVS relevant product offerings and support policies.
Ability to provide operational and technical training, both on-site and within EVS’ training centers, to improve customers, as well as, internal support staff knowledge.
Establish strong relationships and maintain interaction with Sales and Professional Services teams to ensure customer needs are met and growth opportunities are maximized.
Work closely with Sales, Pre-sales, & Management for successful renewal of customer’s subscriptions.
Must be available to cover SLA hotline: night and weekend, on-call duty required on a rotating basis and on holidays, as required.
Perform cross-functional roles with projects and event-level support, as assigned.
College or University degree in Broadcast engineering, TV Production, computer science, or a related field preferred.
Minimum of 3-5 years of experience in the technology support-related field.
Previous experience with Technical Support, Field Service, Technical Operations, Help Desk, or professional services.
Previous experience with IP Routing and/or broadcast television infrastructure.
Ability to solve practical problems and deal with a variety of variables in situations.
Technical knowledge of the following:
IP Computer Networking
Broadcast products, and applications
Computer OS knowledge of Windows, macOS, Linux
Understanding of broadcast production and technologies, including media file standards.
Microsoft SQL, Cisco CCNA, or Microsoft MCSE a plus
Enthusiastic & motivated.
Analytical and problem-solving mindset.
Thoroughness and attention to detail.
Strong troubleshooting skills (ranging from software configurations to hardware-related issues).
Focus on quality, detail-minded, willing to take care of customer point of view
Eager to broaden your knowledge in the live broadcast realm.
Able to identify different technical issues that occur in these environments.
Capable of executing tasks autonomously, of planning and communicating planning and progress, of getting help where needed
Possess a strong sense of urgency, while setting priorities amidst time-sensitive and sometimes stressful situations.
Strong communication skills, in order to develop strong business relationships with an established client base.
Excellent team player
Fluent in English
Working knowledge of other languages is a plus
You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.
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