Work In Tech

Job overview:

The Technical Support Specialist is responsible for providing technical support remotely and onsite through remote sessions, ticketing systems, phone support on a as needed basis for Ross Video products, we assist customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns. We work with some amazing customers, and you will get to be a part of helping them make an impact on their audiences. Please take a look at some of our Success Stories!

https://www.rossvideo.com/company/customers/

Who you report to: Manager, Technical Support - APAC

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best.

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events!

Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Provide responsive and effective technical support via phone, chat, and email using the Zendesk ticketing system, while addressing technical inquiries and delivering detailed product and pricing information related to Ross solutions
• Adhere to internal documentation standards
• Coordinate of returned material from the field for servicing
• Provide effective installation and commissioning services, technical product training and on-site support, as required, with flexibility for short-notice travel
• Conduct remote and on-site installations, technical training, and commissioning services, with frequent planned travel
• Support Ross Sales Team with trade show set up and participation as required
• Maintain and document an up-to-date library of technical and sales information on Ross products through knowledge base technical notes and articles
• Participate in an on-call rotation to support company operations after core business hours
• Perform any additional duties as required

Who you are:

• Technical diploma and knowledge of IT, broadcast systems or relevant field
• Customer service experience in a technical support environment
• Must be proficient in the English language
• Excellent trouble shooting and debugging skills
• Well-organized, very detail oriented, and able to work on multiple projects
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Keen attention to detail with accurate record keeping
• Must be able to work with a team as well as independently
• Strong knowledge of Microsoft Office applications

Bonus points if you have the following:

• Additional education and computer courses are strong assets
• Familiarity with Ross Video products and solutions is a plus
• Knowledge of IT and broadcast systems is a plus
• Prior knowledge of Salesforce or similar CRM systems will be an asset
• Prior knowledge of Zendesk or other ticketing systems will be an asset
• Multilingual, with proficiency in Mandarin is preferred

Other:

• Must possess a valid driver’s license and passport
• Must be able to travel up to 50% (short-notice and international trips)