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Technical Support Specialist

2 months ago

London, Greater London, United Kingdom Dolby Laboratories Full time

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our team at Dolby Laboratories. As a key member of our Group Entertainment and Support Services team, you will be responsible for providing technical support to our cinema customers, helping them resolve problems and install our products.

Key Responsibilities:

  • Assist customers with performance problems that arise during the installation and operation of Dolby products.
  • Provide support through multiple channels to dealers, integrators, end customers, and field technical teams using Dolby products with a diplomatic, professional, and service-oriented approach until they've solved a technical issue.
  • Ask customers targeted questions to understand the root of the problem quickly.
  • Properly gather information and escalate unresolved issues to appropriate internal teams.
  • Provide prompt and accurate feedback and updates to customers.
  • Refer to internal databases or external resources to provide accurate solutions.
  • Ensure all issues are appropriately logged using internal case handling and communication systems in accordance with established procedures, specifications, and guidelines.
  • Prioritize and manage several open issues at one time.
  • Promote and maintain the quality and value associated with the Dolby brand by ensuring customer satisfaction in every transaction.
  • Utilizing established systems and maintaining accurate records of customer communications and support activities.
  • Deliver training to customers, field technical teams, and other internal staff on Dolby technologies and products.
  • Provide technical sales assistance to our customers by helping them understand the features of Dolby Products, leading to successful sales of our products.
  • Work with other team members on the creation, review, and maintenance of Dolby's support knowledgebase, technical documentation, and test materials.

Requirements:

  • Minimum of 5 years of Tech Support work experience or 2 years, with BS degree
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
  • Must be customer service oriented and believe 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.
  • Strong problem-solving ability while under pressure to provide solutions.
  • Ability to work with a flexible and changing schedule. As part of on-call rosters to ensure 24/7 support, some work outside business hours or during weekends or bank holidays will be required.
  • Ability to travel as required, fulfilling position duties; some international travel required.

Desired:

  • 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.