Technical Support Engineer
6 days ago
We are seeking a highly skilled Technical Support Engineer to join our team at Dolby Laboratories. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring their Dolby products are functioning optimally.
Key Responsibilities- Customer Support: Provide timely and effective technical support to customers via multiple channels, including phone, email, chat, and portal.
- Issue Resolution: Troubleshoot and resolve technical issues with Dolby products, working closely with customers to understand their needs and provide solutions.
- Knowledge Management: Maintain accurate records of customer communications and support activities, ensuring all issues are properly logged and escalated to internal teams as needed.
- Training and Development: Deliver training to customers, field technical teams, and internal staff on Dolby technologies and products.
- Technical Sales Assistance: Provide technical sales assistance to customers, helping them understand the features of Dolby products and driving successful sales.
- Knowledgebase Maintenance: Contribute to the creation, review, and maintenance of Dolby's support knowledgebase, technical documentation, and test materials.
- Technical Expertise: Minimum of 5 years of technical support experience or 2 years with a BS degree.
- Customer Service Orientation: Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- Communication Skills: Excellent written and verbal English communication skills, with the ability to work with internal and external customers with a wide range of knowledge and skill levels.
- Problem-Solving Ability: Strong problem-solving ability while under pressure to provide solutions.
- Flexibility: Ability to work with a flexible and changing schedule, including on-call rosters and international travel.
- CRM Experience: Experience and knowledge of SalesForce CRM.
- Cinema Industry Knowledge: Experience working in and around motion picture theatres.
- Technical Skills: Proficient in use of office systems and software suites, including Microsoft Office and Confluence.
- Language Skills: Bilingual or Trilingual.
- Industry Knowledge: Experience in postproduction or cinema systems and workflow a plus.
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