Customer Success Specialist

Chyron; United States; On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Travel opportunities

Job summary

Chyron is seeking a Technical Support Specialist to join our Customer Success Team. You will assist broadcast and sports venue clients worldwide, from Olympics to Super Bowl, powering graphics and workflows.

You’ll diagnose and resolve hardware and software issues, reproduce in lab, and document root causes while collaborating with internal teams. Travel up to 10% may be required.

Qualifications

• Diagnose and troubleshoot hardware and software issues.
• Configure and troubleshoot RAID arrays.
• Use system imaging software (e.g., Symantec Ghost).
• Know basic networking, TCP/IP, Windows file sharing.
• Set up and maintain Microsoft SQL and SQL Clustering.
• Experience with Windows Server, Windows XP/7/10 and Linux CentOS.
• Customer service experience in technical support.
• Proficient in English, Spanish, German, or French.
• Strong troubleshooting and debugging skills.
• Detail-oriented and organized; manage multiple projects.
• Team player and independent worker.

Responsibilities

• Be the first point of contact for customers with technical issues.
• Own reported issues through resolution.
• Diagnose, troubleshoot, and identify solutions.
• Reproduce issues in a lab environment.
• Collaborate cross-functionally to escalate unresolved issues.
• Communicate status with customers clearly.
• Document root causes and steps in the case-management system.
• Update and maintain the internal knowledgebase.
• Travel 5-10% may be required.

Skills

Hardware troubleshooting

RAID troubleshooting

System imaging

Networking basics

SQL administration

Windows/Linux OS

Customer service

Communication skills

Documentation

Multitasking

Teamwork

Attention to detail

Tools

Symantec Ghost

Job description

Looking for a talented Technical Support Specialist to join our Customer Success Team. You will be supporting all of our broadcast and sports venue clients around the world. From the Olympics to the Super Bowl to election nights, we power graphics and broadcast workflows for all the biggest names in broadcast and sports.

What You’ll Do

• Be the first point of contact for customers experiencing technical issues
• Own reported issues and see them through to resolution
• Diagnose, troubleshoot, and identify solutions to resolve customer issues
• Reproduce customer issues in lab environment
• Work cross functionally with internal teams to escalated and track unresolved issues
• Communicate accurately, regularly and promptly with customers experiencing issues
• Document root causes and steps to resolution issues through internal case-management system
• Update and maintain our internal knowledgebase

Experience We’re Looking For

• Experience diagnosing/fixing/troubleshooting hardware and software issues
• Demonstrated skills in configuring/troubleshooting RAID arrays
• Hands on experience with system imaging software (i.e. Symantec Ghost or similar)
• Knowledge of basic Networking, TCP/IP and Windows file sharing
• Experience setting up and maintaining Microsoft SQL and SQL Clustering
• Technical knowledge of installing and maintaining operating systems - specifically Microsoft Windows Server, Windows XP, Windows 7, Windows 10, and Linux CentOS
• Customer service experience in a technical support environment
• Must be proficient in any of the following languages: English, Spanish, German, French (read, write, speak)
• Excellent troubleshooting 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

Bonus If You Have The Following

• Scripting experience with C#, Python or other popular languages
• Knowledge of Adobe Photoshop and/or Creative Suite a plus
• Additional education and computer courses are assets
• Prior knowledge of Salesforce or similar CRM systems will be an asset

Travel

• 5%-10% travel may be required