Technical Support Specialist

Cobalt Digital, Inc.; Champaign (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading technology company in Champaign, Illinois is seeking a Technical Support Specialist to assist customers with technical setup and troubleshooting efforts. The ideal candidate will have technical knowledge of broadcast systems, excellent problem-solving skills, and experience in technical support. This role involves ownership of customer issues, documentation of knowledge, and may require travel. Competitive compensation and a dynamic work environment are offered.

Qualifications

• Must possess a valid driver's license, passport, and able to travel as needed.
• Ability to work with a team as well as independently.

Responsibilities

• Assist Customers with technical setup questions and troubleshooting efforts.
• Take ownership of customer issues through to resolution.
• Research, diagnose, and identify solutions to resolve issues.
• Document knowledge in the form of technical notes and articles.
• Provide on-site support as required.

Skills

Technical knowledge of broadcast systems

Customer service experience in a technical support environment

Excellent critical thinking, troubleshooting, and debugging skills

Focused and organized with attention to detail

Tools

OpenGear platform

SDI, waveform/vector scopes

Automation Systems

Network switch familiarity/CCNA certified

Microsoft Office applications

Job description

• Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues through to resolution with prompt and accurate feedback to customers.
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Use procedures for proper escalation of unresolved issues.
• 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.
• Provide on-site support, as required.

Qualifications and Requirements

• Technical knowledge of broadcast systems.
• Customer service experience in a technical support environment.
• Excellent critical thinking, troubleshooting, and debugging skills.
• Focused and organized with attention to detail.
• Must be able to work with a team as well as independently.
• Must possess a valid driver’s license, passport, and able to travel as needed.

Additional Strengths

• Familiarity with OpenGear platform.
• SDI, waveform/vector scopes.
• Automation Systems.
• IP (MPEG/2110/etc.)
• Network switch familiarity/CCNA certified.
• Knowledge of Microsoft Office applications.

Application for Technical Support Specialist

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Engineering products for tomorrow’s broadcast and beyond

Cobalt has an extensive range of award-winning IP and 12G/6G/3G/HD/SD conversion, compression, routing, and multiviewer product lines.