MAM Support Engineer

Detail posisi

Kewajiban

Responsibilities:
• You will accept all inbound customer contacts either by Phone or through global support portal
• You will prioritize case workload as per the global support priority process
• You will troubleshoot, identify solutions and, using effective communications work in partnership with our customers to ensure resolution and satisfaction
• You will escalate appropriate cases where necessary to other departments (E.G. System Engineering)
• You will take ownership of individual performance to achieve KPI expectations
• You will adhere to the Global Support Quality Framework expectations
• You will ensure full, effectively communicated handovers where appropriate
• You will manage upwards to Support leadership community to raise concerns/friction points from support offering appropriate resolutions
• You will share knowledge & understanding with colleagues and management proactively
• You will attend regular meetings with fellow support engineer to review common feedback & best practice, summarizing to Head of support

Kualifikasi

Requirements:
• You have experience in leading customer interactions both face to face and in remote meetings
• You have deep understanding of customer install base variables, understanding requirements & risks
• You have strong English communication skills, both oral and written
• It is preferred if you have strong understanding of Vizrt product road map with ability to recommend future solutions for customer. Preferably vast experience of the Vizrt MAM Products