The Company
We are currently supporting a company at the forefront of innovation in Media and Sports broadcasting. They have created intercom technology used to communicate in sporting and live events, such as F1 and Soccer, the NFL and other huge live events for major artists/entertainers around the globe.
The Role
In this service and support role you will be supervising and taking charge of Customer Support cases, including being available 24/7 for the SLA hotline. You will be assisting customers through remote online sessions, replicating issues on service lab equipment and actively educating clients, business partners, and team members to improve their understanding of products and solutions, technical abilities, and skills.
You will also manage and organize lab systems for remote Customer Success teams, handle demo equipment and solutions for customers and tradeshows, including inventory management. You will be responsible for providing commissioning and training services for projects according to scope and schedule, collaborating with Teams and Customers to prepare for onsite commissioning and training. You will also ensure all necessary documentation is completed for proper handover to Support teams including tracking expenses and ensuring appropriate services are quoted and ordered.
The Individual
- Bachelor's degree or equivalent in information technology, software/electrical engineering, computer science, or related field.
- Minimum 4+ years of experience in relevant market fields, preferably in the broadcast/entertainment sector.
- Familiarity with communication and digital audio/video technologies and standards.
- Knowledge of IP technologies and cloud-based media streaming technologies.
- Technical proficiency with live production equipment, fiber optic systems, and RF systems.
- Experience with development and CRM tools and software.
- Strong communication, presentation, and organizational skills.
- Ability to work independently and collaboratively in a team environment.
- Willingness to travel frequently domestically and internationally.
