As part of the Global Customer Success support team, the support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe.

Using expertise and product knowledge, they work in partnership with the Vizrt customer base to ensure timely and quality resolutions.

Accept all inbound customer contacts either by Phone, Chat, Email, 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 and understanding with colleagues and management proactively.

Attend regular meetings with fellow global support engineers to review common feedback and best practices, summarizing to the head of support.

Mentor new joiners into the Global Support team, managing onboarding 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, coaching knowledge and behaviors where appropriate.

Confidently handle customer conflict, diffusing customer dissatisfaction and ensuring resolution.

Attend training sessions on new product offerings, designing and delivering internal training back to global support team members.

Requirements: College Degree or equivalent work experience.

3+ years of system administration experience working in a support role in broadcast system integrator or software/hardware vendor.

Technical experience using Vizrt Mosart product is an advantage.

Experience in studio broadcast environment and equipment such as automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRC.

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.

Benefits: Vizrt is the world's leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media - unlocking the power of a story for all.

Vizrt offers market-defining software-based solutions for real-time 3 D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools.

Vizrt provides flexible access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers' success, giving them the right tool for the job, and accelerating their creative excellence.

More than three billion people watch stories told by Vizrt customers every day, including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more.

Recruitment Process for this role: Recruiter Screening Team Interview Case/Code Test Final Interview Seniority Level: Mid-Senior level Employment Type: Full-time Job Function: Information Technology Industries: Technology, Information and Internet #J-18808-Ljbffr