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- Accept all inbound customer contacts either by phone, chat, or through the global support portal.
- Prioritize case workload as per the global support priority process.
- Troubleshoot, identify solutions, and, using effective communications, work in partnership with our customers to ensure resolution and satisfaction.
- Escalate appropriate cases where necessary to other departments (e.g., Professional services).
- Take ownership of individual performance to achieve KPI expectations.
- Adhere to the Global Support Quality Framework expectations.
- Ensure full, effectively communicated handovers where appropriate.
- Manage upwards to the global support leadership community to raise concerns/friction points from global support, offering appropriate resolutions.
- Share knowledge & understanding with colleagues and management proactively.
- Attend regular meetings with fellow global support engineers to review common feedback & best practices, summarizing to the head of support.
- Be competent in mentoring new joiners into the Global Support team, managing onboarding through the Vizrt buddy system.
- Attend & contribute to regular support meetings with key accounts, communicating case updates confidently.
- Be an escalation point for Level I support engineers, coaching knowledge & behaviors where appropriate.
- Confidently handle customer conflict, diffusing customer dissatisfaction and ensuring resolution.
- Attend training sessions of new product offerings, designing and delivering internal training back to global support team members.
- College Degree or equivalent work experience.
- 3+ years of system administration experience working in a support role in broadcast system integrator or software/hardware vendors.
- Technical experience using Vizrt Mosart product is an advantage.
- Experience in studio broadcast environment and equipment such as Automation application, video server, vision switcher, audio mixer, router, robotic camera, and NRCS.
- Good understanding of news studio workflow and video technology.
- Experience in Windows and networking system administration.
- Good investigation and troubleshooting logic.
- Experience troubleshooting mission-critical software systems.
- Experience providing second line support for customers in a professional manner.
- Written & spoken English language proficiency.
- Able to work a flexible shift pattern including nights, evenings, and weekends.
- Recruiter Screening
- Team Interview
- Case/ Code Test
- Final Interview
Global Support Engineer - London - Griffin Fire

Description
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