Our true differentiator in the market is exceptional technical support/customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our customers-including stadium control room operators and live event staff-with remote service, software operation assistance, and troubleshooting for their A/V systems and video displays and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk technician position. This role specializes in providing real-time support for high-stakes environments like live sporting events and entertainment productions.
Responsibilities
Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users.
Assist in continual improvement/expansion of the Watchfire knowledgebase - a key web- based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
Maintain detailed customer records in Customer Service database regarding each service/support call, email, and chat.
Perform other various special software and engineering assignments or duties as required.
Provide on-call or after hours support, especially during evenings and weekends to align with live event schedules
Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.
Guide on-site personnel through hardware and software configurations and emergency procedures during live events.
Assist customers with content management and operation of audio and video display software.
Qualifications/Skills:
Solid understanding of basics of networking (not simply computer operation) is required.
Basic understanding of electronics - including college coursework
NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
Previous customer service work experience is strongly recommended; 1+ years prior helpdesk /phone support experience, ideally IT/software/computer phone support
Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
Experience in a live event production, broadcast, or A/V integration environment is strongly preferred.
A strong understanding of video signal types (e.g. SDI, HDMI) and signal flow troubleshooting
Demonstrated ability to provide clear, calm, and confident instruction to non-technical users in high-pressure situations.