Customer Support Specialist

4 weeks ago

Reading, Reading, United Kingdom Evertz Full time

Evertz is a world-leading company in the design of innovative broadcast equipment, utilizing high-speed and high-bandwidth network architectures. We are currently recruiting for our Customer Support team at our UK-based office in Winnersh Triangle, Reading.

We are looking for keen and enthusiastic engineers and technicians with a passion for network design and topology. Prior knowledge of the broadcast industry and edge devices is not essential, as we will provide comprehensive training on the Evertz product range.

This position combines technical know-how, customer service skills, and requires national and international travel to customer production studios and distribution facilities.

Responsibilities:

  • To respond to and provide technical guidance to customers regarding operational issues, configuration, firmware upgrades, and general maintenance.
  • To assess the customer's product application, troubleshoot, and diagnose issues through investigation and/or re-creation to determine the root cause.
  • To commission products and systems at customer sites and deliver training to customers in-house or on-site.
  • To maintain a communication link between the customer support team and other departments to resolve customer issues and communicate customer feedback to aid in design changes, including customer feature requests to the product team.
  • To recommend solutions utilizing various levels of technical language appropriate to the customer in a timely, clear, and professional manner.

Qualifications:

  • A comprehensive technical understanding of network topology and design.
  • Previous experience with network infrastructure and PC server hardware setup and configuration.
  • Networking and/or computer electronic education would be an advantage.
  • Unparalleled desire to help the customer and deliver service excellence.
  • A drive for cutting-edge technology, both software and hardware.
  • Strong verbal and written communication skills with problem-solving ability and the ability to react to changing situations.
  • Ability to multi-task in a fast-paced environment.
  • Eligible for international travel and with the ability to work alone with little or no supervision.

What we offer:

  • Competitive total compensation package.
  • Work-life balance.
  • Career progression in a fast-paced environment with opportunity to learn a broad range of technical skills.
  • Casual work environment.
  • Social events.

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