Logo for LiveU

Support Engineer

LiveU

Role overview

Qualifications

  • Flexibility to work some weekends and holidays, and extra hours as needed.
  • Outstanding customer service skills.
  • Prior experience handling customer requests/issues (service).
  • Technologically proficient with software and hardware.

Responsibilities

  • Field incoming requests/issues via omni-channel platform (phone, email, and chat).
  • Take ownership of requests and support through resolution or escalation.
  • Document requests/issues and related support activity.
  • Identify priority escalation situations and manage them according.

Key facts

Hard skills

Other skills

  • Customer Service
  • Problem Solving
  • Collaboration

About the company

LiveU logo

LiveU

  • Film, TV & Streaming
  • 201–500
LiveU is changing the rules of the game for live news and dynamic sports coverage, with flawless 5G 4K HEVC live streaming and remote production. Together with its cloud-based management and next-gen IP distribution platforms, LiveU offers the most cost-effective end-to-end contribution, production and distribution solution. The inventor and innovator of cellular bonding, the Company is synonymous with high-quality live video solutions, transmitted from anywhere in the world. Our broad portfolio of products sets the industry standard for live video production ranging from our newest, portable production-level field units and smartphones to satellite/cellular hybrid and external antenna solutions. LiveU creates a consistent bandwidth and a reliable connection so you can acquire, manage and distribute high-quality remote live broadcasts. With over 5,000+ customers in 150+ countries, LiveU’s technology is the solution of choice for global broadcasters, news agencies, sports and entertainment, streaming live video to TV, mobile, online and social media. LiveU units are used to cover all the major news, sports and entertainment events worldwide, including the US Presidential Election, the FIFA World Cup™, Winter and Summer Olympic Games, Super Bowl, US Collegiate Championships and red-carpet events. LiveU is a winner of the 71st Annual Technology & Engineering Emmy® Awards in recognition of its innovation and achievement in Video over Bonded Cellular Internet (VoCIP) technology. Please see http://www.liveu.tv/careers.html for open positions.
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Job description

Description

About LiveU

LiveU is the global leader in live IP-video solutions, transforming live video into greater value. From breaking news and major sports events to public safety, our technology powers reliable and efficient live production and visual intelligence at scale.

LiveU field units are widely seen at the world's most important news and sports events. Trusted by over 5,000 customers in 150+ countries, LiveU is a multi-award-winning company driving innovation in live video worldwide.

Location: Remote

Responsibilities

  • Field incoming requests/issues via omni-channel platform (phone, email, and chat).
  • Take ownership of requests and support through resolution or escalation.
  • Document requests/issues and related support activity.
  • Identify priority escalation situations and manage them according.
  • Raise awareness of procedures that require modification and/or are missing.
  • Collaborate across the company as needed to resolve requests/issues.
  • Identify and report cases that could be addressed with self-service and/or automation.

Requirements

  • Flexibility to work some weekends and holidays, and extra hours as needed.
  • Outstanding customer service skills.
  • Prior experience handling customer requests/issues (service).
  • Technologically proficient with software and hardware.
  • Technical support experience desired but not mandatory.

Basic requirements

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