Customer Success Specialist

Chyron; United States; À distance; USD 55 000 - 75 000; Plein temps

Résumé du poste

Chyron is seeking a Technical Support Specialist to join the Customer Success Team, supporting broadcast and sports venue clients worldwide, from the Olympics to major events.

You will be the first point of contact for technical issues, diagnose and resolve problems, reproduce issues in a lab, work with internal teams to escalate, and maintain the knowledge base.

Travel 5–10% may be required; strong networking, Windows/Linux, SQL skills, and scripting are beneficial for success.

Qualifications

• Experience diagnosing, fixing and troubleshooting hardware and software issues.
• Skills in configuring/troubleshooting RAID arrays.
• Hands-on experience with system imaging software.
• Knowledge of basic Networking, TCP/IP and Windows file sharing.
• Experience setting up and maintaining Microsoft SQL and SQL Clustering.
• Technical knowledge of installing Windows Server, Windows variants and Linux CentOS.

Responsabilités

• 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 escalate 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.

Connaissances

Hardware

RAID

Imaging

Networking

SQL

Windows/Linux

Customer service

Languages

Outils

Symantec Ghost

SQL Server

Description du poste

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 escalate 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