Technical Support Representative
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Job Description
Technical Support Representative specializing in Swagit’s audio/video solutions for government clients. Troubleshooting complex issues and ensuring client satisfaction through effective communication and problem resolution.
Responsibilities:
- Field complex/escalated issues for high value or critical clients.
- Troubleshoot audio/video hardware and audio/video signals.
- Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
- Work directly with clients to understand issues, document in a case, and work towards resolution.
- Uphold SLA’s regarding responsiveness on individual cases.
- Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
- Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
- Validate and identify product bugs and be able to document the expected behaviors for resolution.
- Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
- Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
- Updating the ticket tracking system to provide an accurate, and current, status of support issues.
- Creating Knowledge Base articles to expand the knowledge for handling support issues.
- Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.
Requirements:
- Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
- Knowledge of video resolutions, frame rates, and video formats.
- Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
- Experience with live streaming events, gaming or other channel content.
- Ambitious, self-driven and an enthusiastic approach to problem-solving.
- Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
- 1-2 years experience providing technical support for cloud-based software or services.
- Able to convey complex technical issues to other experts, as well as technical novices.
- You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
- You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
- Good-to-have: You have relational database experience (MSSQL & PostgreSQL preferred).
- You have experience with administering windows desktops, servers and embedded systems.
- You have enterprise SaaS or web-hosted software knowledge.
- You have experience with GitHub, CI / CD, software deployment.
- You have experience with installing audio or video systems, including home or auto projects.
- You have experience building and repairing computers.
- You have previous television or video broadcast experience.
Benefits:
- Flexibility & Balance
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Health & Wellness
- Private health, vision, dental and life insurance – Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Family Paid Parental Leave - For both birthing and non-birthing parents.
- Growth & Recognition
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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