Support Engineer

LiveU; San Juan (PR); Remote; USD 40,000 - 60,000; Full time

Job summary

LiveU, the global leader in live IP-video solutions, seeks a customer-focused support specialist to handle incoming requests via phone, email, and chat. You will own requests, resolve or escalate, and document activities.

You will collaborate across teams to resolve issues and look for self-service or automation opportunities; weekend/holiday flexibility and strong customer service are essential.

Qualifications

• Outstanding customer service skills.
• Technologically proficient with software and hardware.
• Technical support experience desired but not mandatory.

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 to procedures.
• 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.

Skills

Customer service

Communication

Technical aptitude

Job description

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.

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 is 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.