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!

Who you report to: Manager, Technical Support - Frontline

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:

• Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues reported and seeing problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Empowering our customers to get the most of their products and solutions.
• Ensure proper recording and closure of all issues through a tracking system
• Prepare accurate and timely reports, as needed
• Document knowledge in the form of knowledge base technical notes and articles
• Expedite returned material from the field for service reasons

Who you are:

• Technical diploma and knowledge of broadcast systems
• Customer service experience in a technical support environment
• Must be proficient in the English language (read, write, speak)
• 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