Technical Account Manager

Scope

At EVS, we pioneer LIVE production solutions that create return on emotion. Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content. As our team expands, we are seeking a Technical Account Manager to coordinate, accelerate, and communicate customer needs and incident handling, leveraging our organization’s wide range of experts (Support, Subject Matter Experts, R&D, and Product Management).

This role is customer-facing, involving the communication of EVS's message and product families to our clientele. Key daily tasks include providing technical support, offering advice to customers, and promptly resolving inquiries. By taking full ownership of key accounts, the manager will uphold customer service level commitments and enhance overall customer satisfaction.

Job Description

• Serve as the primary point of contact for customers, providing expertise, advice, and management of requests. Responsible for following incident queues & quality of responses.
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution and restoration. This includes gathering data on incident trends, hardware and software failures, and resource utilization.
• Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels. Proactively monitor services and performances with KPI metrics.
• Trigger internal preventative escalations when cases are at risk and coordinate proactive health checks and onsite interventions.
• Continually provide internal stakeholders with overviews of customer’s systems and workflows to maintain a base knowledge across the teams. Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Validate any change in customer infrastructure, or workflow, to meet current agreements and collaborate with support and solutions architects for large system additions/changes, new workflows, etc.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Facilitate the configuration and the installation of products, systems, solutions, and equipment.
• Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications.
• Adhere to department policies and procedures.
• Be part of the On-Call system (24/7 customer support hotline)
• Proactivity and accountability are mandatory.

Profile

• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Proficiency in IP computer Networking.
• Knowledge of Broadcast equipment, routing, and audio/video systems.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.

Must Have

• Team player, motivated, and proactive.
• Analytical and problem-solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Strong communication skills.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
• English (verbal and written communication skills are mandatory).

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one. We also provide a Savings Plan (401K) in which the company will match 25% of all employee contributions. And yes, you read that right: no tricks, no fine print, no hidden catches & no asterisks. Our hybrid way of working policy will help you preserve your work-life balance.

EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities. You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals. EVS is also proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed.

Discover more about what makes EVS an exceptional place to work by visiting our website. Join us and bring your potential to life!