Technical Support Specialist (Job Req# 2025-253)

Ross Video; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

Ross Video is seeking a Technical Support Specialist to provide exceptional customer support for their cutting-edge products. This role involves troubleshooting, technical setup, and delivering a superior customer experience. The ideal candidate will have a technical diploma, customer service experience, and excellent troubleshooting skills, contributing to the success of live events globally.

Benefits

Flexible hours

Generous paid time off

Fitness/wellness allowance

Employee share ownership program

Development support

Social activities and events

Qualifications

• Technical diploma and knowledge of broadcast systems required.
• Customer service experience in a technical support environment.
• Must be proficient in English (read, write, speak).

Responsibilities

• Assist customers with technical setup questions and troubleshooting.
• Take ownership of customer issues and see them through to resolution.
• Document knowledge in the form of technical notes and articles.

Skills

Troubleshooting

Customer Service

Interpersonal Skills

Attention to Detail

Education

Technical Diploma

Tools

Microsoft Office

Salesforce

Zendesk

Job description

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.

Job Overview:

The Technical Support Specialist is responsible for providing technical support remotely and onsite through remote sessions, ticketing systems, phone support on a as needed basis for Ross Video products, we assist customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns. We work with some amazing customers, and you will get to be a part of helping them make an impact on their audiences. Please take a look at some of our Success Stories!

Reports to: Manager, Technical Support – Frontline

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best.

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an 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 an energizing environment here.

What the job is all about:

• Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues reported and seeing problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Empowering our customers to get the most of their products and solutions.
• Ensure proper recording and closure of all issues through a tracking system
• Prepare accurate and timely reports, as needed
• Document knowledge in the form of knowledge base technical notes and articles
• Expedite returned material from the field for service reasons
• Provide effective installation and commissioning services, technical product training and on-site support, as required. This may require travel on short notice.

Who you are:

• Technical diploma and knowledge of broadcast systems
• Customer service experience in a technical support environment
• Must be proficient in the English language (read, write, speak)
• Excellent trouble shooting and debugging skills
• Well-organized, very detail oriented, and able to work on multiple projects
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Keen attention to detail with accurate record keeping
• Must be able to work with a team as well as independently
• Strong knowledge of Microsoft Office applications
• Must possess a valid driver’s license and passport

Bonus points if you have the following:

• Additional education and computer courses are strong assets
• Prior knowledge of Salesforce or similar CRM systems will be an asset
• Prior knowledge of Zendesk or other ticketing systems will be an asset
• Multilingual

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.