Global Customer Success Support Engineer
The Global Customer Success support team is responsible for handling all inbound cases raised by Vizrt customers worldwide. We work closely with our customers to ensure timely and quality resolution using expertise and product knowledge.
Key Responsibilities:
* Accept all inbound customer contacts via phone, chat, email, or the global support portal.
* Prioritize case workload based on the global support priority process.
* Troubleshoot issues, identify solutions, and communicate effectively with customers to ensure resolution and satisfaction.
* Evaluate appropriate cases for escalation to other departments.
* Manage performance to achieve KPI expectations.
* Foster a high-quality support experience aligned with the Global Support Quality Framework.
* Ensure seamless handovers where necessary.
* Communicate effectively with the global support leadership community to raise concerns and offer resolutions.
* Share knowledge and best practices with colleagues and management proactively.
* Participate in regular meetings with fellow global support engineers to review feedback and summarize key takeaways to the head of support.
* Mentor new joiners into the Global Support team through the Vizrt buddy system.
* Attend and contribute to regular support meetings with key accounts, communicating case updates confidently.
* Act as an escalation point for Level I support engineers, offering coaching and guidance when needed.
* Effectively handle customer conflicts, diffusing dissatisfaction and ensuring resolution.
* Stay up-to-date with training sessions on new product offerings and deliver internal training to global support team members.
Requirements:
* A college degree or equivalent work experience.
* At least 3 years of system administration experience in a support role within a broadcast system integrator or software/hardware vendor.
* Technical expertise using Vizrt Mosart product is an advantage.
* Experience in studio broadcast environments, including equipment like automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRCs.
* A good understanding of news studio workflow and video technology.
* Experience in Windows and networking system administration.
* Strong investigation and troubleshooting skills.
* Experience providing second-line support for customers in a professional manner.
* Excellent written and spoken English language proficiency.
* Able to work a flexible shift pattern, including nights, evenings, and weekends.
About Vizrt:
Vizrt is the world's leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media. Our solutions unlock the power of a story for all.
We empower over three billion people worldwide who watch stories told by our customers every day, including major media companies like CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and more.
Recruitment Process:
1. Recruiter Screening.
2. Team Interview.
3. Case/Code Test.
4. Final Interview.
Job Details:
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Industries: Technology, Information and Internet