Technical Support Specialist

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you're someone with integrity, commitment, and a strong drive to deliver great products, we'd love to hear from you.Job Overview:As a Technical Support Specialist, you will deliver expert assistance for Ross Video products both remotely and onsite. Support is provided via remote sessions, ticketing platforms, and phone calls as required. Your primary focus will be to help customers resolve technical and service-related challenges, ensuring each interaction results in a superior customer experience. By effectively addressing customer concerns and troubleshooting issues, you play a key role in empowering our clients to achieve their goals.You will collaborate with a diverse range of customers, contributing to their success and helping them make a meaningful impact on their audiences. Explore some of our customer success stories to see the difference you can make in this role.Who you report to: Manager, Technical Support and Commissioning Solutions - EMEAWhat we offer:Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.  What the job is all about:Assist Customers with technical setup questions, troubleshooting efforts, and product specific solutions.  Take ownership of customer issues reported and seeing problems through to resolution Research, diagnose, troubleshoot, and identify solutions to resolve issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Provide prompt and accurate feedback to customers Empowering our customers to get the most of their products and solutions. 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 Who you are:Technical background and knowledge of broadcast systems Customer service experience in a technical support environment Must be proficient in the English language (read, write, speak) Excellent trouble shooting and debugging skills Well-organized, very detail oriented, and able to work on multiple projects Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills Keen attention to detail with accurate record keepingHigh initiative and well developed analytical skillsMust be able to work with a team as well as independentlyAdditional education and computer courses are strong assets Prior knowledge of Salesforce or similar CRM systems will be an asset Prior knowledge of Zendesk or other ticketing systems will be an asset SMPTE 2110 knowledgeMultilingualEquity, Diversity & InclusionAt Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that's something we're passionate about at Ross  We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.