Technical Support Engineer

6 days ago

London, Greater London, United Kingdom Dolby Full time

About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Dolby. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring their Dolby products are installed and operating correctly.

Key Responsibilities

  • Provide technical support to customers via multiple channels, including phone, email, and portal.
  • Assist customers with performance problems and troubleshoot issues to resolve technical problems.
  • Escalate unresolved issues to internal teams as necessary.
  • Provide prompt and accurate feedback and updates to customers.
  • Refer to internal databases and external resources to provide accurate solutions.
  • Ensure all issues are properly logged and managed using internal case handling and communication systems.
  • Prioritize and manage multiple open issues simultaneously.
  • Promote and maintain the quality and value associated with the Dolby brand by ensuring customer satisfaction.
  • Deliver training to customers, field technical teams, and internal staff on Dolby technologies and products.
  • Provide technical sales assistance to customers by helping them understand the features of Dolby products.
  • Work with other team members to create, review, and maintain Dolby's support knowledgebase, technical documentation, and test materials.

Requirements

  • Minimum of 5 years of Tech Support work experience or 2 years with a BS degree.
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
  • Customer service oriented and believes in collaboration, adaptability, transparency, and teamwork.
  • Able to work independently to achieve goals established in a team environment.
  • Excellent written and verbal English communication skills and ability to work with internal and external customers with a wide range of knowledge and skill levels.
  • Ability to adapt one's communication approach astutely, influencing local and international team members and customers.
  • Strong problem-solving ability while under pressure to provide solutions.
  • Ability to work with a flexible and changing schedule, including on-call rosters and international travel.
  • Ability to report the status of projects completed and in-flight and propose clearly and cohesively to management and the team.
  • Ability to work at a computer for multiple hours a day.
  • Experience and knowledge of SalesForce CRM.
  • Experience working in and around motion picture theatres.
  • Proficient in use of office systems and software suites including Microsoft Office and Confluence.
  • Bilingual or Trilingual.
  • Experience in Postproduction or Cinema systems and workflow a plus.
  • Interest in music, audio/video production, recording engineering, game/film audio or acoustics.

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