Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.
As part of the EMEA Technical Support Team this role will report to the Manager, Technical Support – EMEA. The Senior Technical Support Specialist is a key member of the Ross Video’s EMEA Services Team, ensuring superior support for Ross Video customers and internal teams alike.
The successful applicant will work closely with the Global Service team to maintain a high level of technical support within EMEA. The role analyses and responds to customer support requirements, ensuring that Ross Video delivers superior technical support efficiently and effectively. The successful applicant is expected to operate autonomously when required, and be highly organised, with the ability to multitask and work under pressure ensuring Ross meets its mission of providing a superior customer experience.
Who you report to: Director, Services - EMEA
What we offer:
Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.
Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, 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 a pretty energizing environment here!
What the job is all about:
- Respond to technical support calls and cases and follow documented policies.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues through using Zendesk.
- Escalate unresolved issues to appropriate internal teams.
- Raise and manage the timely advanced replacement of Faulty parts to customers and assist remotely with installation of those parts where necessary.
- Provides customer management, leadership support and is the customer advocate.
- As needed, will travel to customer sites to assist in the troubleshooting/diagnosis of critical issues, engages the Manager of Technical Support - EMEA and the appropriate Technical Product Manager (as needed), and drives issue escalations with Field Services and R&D teams.
- Ensures effective ownership, communication, coordination, and facilitation of support service activities with assigned customers.
- Schedules review meetings as needed with customers to discuss any issues, concerns or escalations.
- Partners with the Regional Sales Managers (RSM) to build relationships and provides technical expertise, as needed.
- When requested, provides enhanced site services such as evaluating network and broadcast environments, identifying vulnerabilities, single points of failure, technical training requirements, drafting maintenance procedures and troubleshooting techniques.
- Performs other activities as needed to “Get the Job Done”.
- Will be required to act as Technical Account Manager (TAM) for a small number of accounts.
Who you are:
- High level of customer service experience
- Solid technical background in broadcasting
- Solid time / task management experience
- Minimum of 3 years’ experience in a broadcast environment
- Excellent troubleshooting skills
- Strong knowledge of Broadcasting and IT infrastructure
- Extensive knowledge of the Ross family of products
- Ability to manage multiple assignments, set priorities, and adapt to changing conditions.
- Excellent crisis management skills.
- Superior customer skills, including excellent verbal and written communications.
- Familiarity with key components used in broadcast stations
- Post-secondary degree/diploma related to broadcast or relevant work experience
- Above average computer skills
- Knowledge of SalesForce would be an asset
- Passionate about the broadcast industry
- Strong interpersonal and observational skills
- Strong organizational skills and very detail oriented
- Self-starter, quick learner and able to work under minimal supervision
- Approachable, patient, calm with a desire to help others learn new objectives
- Ability to mitigate risk
- High initiative and well-developed analytical skills
- Must be able to work well within a team, as well as independently
Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.
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