Technical Support Specialist

OVERVIEW

The Technical Support Specialist provides consultation, training, troubleshooting, and problem-solving to Teradek customers both prior to and after a product purchase. This support extends to hardware, firmware, software and services. The nature of our products requires someone with strong computer networking skills. We are looking for someone with excellent verbal and written communication skills to clearly express and comprehend complex ideas through the customer medium of choice, including; phone, online chat, email, forums, and web-based ticket systems.

Our customers work in a wide range of industries under tight deadlines and have varying technical backgrounds; a friendly, patient, positive, and energetic attitude is required. We are looking for someone who is passionate about providing excellent service and ensuring customer satisfaction.

RESPONSIBILITIES:
  • Ability to prioritize multiple concurrent tasks and adapt to different scenarios, requiring good communication skills with individuals of all levels
  • Provide technical support to customers through a thorough understanding of Teradek products, related services and technology, and customer workflows
  • Identify and address complex usability problems which can involve Teradek-manufactured products as well as third party products and services
  • Implement methodologies to improve first call resolution
  • Work with Inside Sales team to provide excellent pre-sales / product evaluation support, including educating customers about terminology, product features and benefits in a timely manner
  • Build and maintain positive relationships with existing customers to help generate repeat sales
  • Review customer requests for returns/repairs; provide accurate information regarding product returns and failures to internal groups within Teradek
  • Identify, document and escalate customer issues to appropriate internal teams
  • Perform ongoing testing on released product software, firmware, and evaluation of all customer- facing documentation, as well as beta testing of products prior to release
  • Provide weekend on-call support on a rotating basis
  • Perform other related duties when assigned

REQUIRED QUALIFICATIONS:
  • Bachelor’s degree or equivalent experience and training
  • Skills and abilities necessary to fulfill technical support functions using CRM systems
  • Strong interpersonal skills in order to work with both technical and non-technical customers at various levels in a variety of situations
  • Knowledge of consumer operating systems and networking equipment, including wired and wireless
  • Passion for providing an excellent customer service experience paired with the personal drive to go the extra mile to ensure that customers are happy with the brand even if facing difficulties.

PREFERRED QUALIFICATIONS:
  • Bachelor’s Degree with an emphasis in Engineering or related domain
  • Experience with and strong interest in audio and video standards, technology and equipment (both analog and digital)
  • A+, Network+ or equivalent certification and/or experience
  • Familiarity with ITIL standards
  • Operating Systems: Windows, Mac, Linux, Apple iOS, Android; cloud-based and virtual environments
  • 2 or more years of experience with network products and technologies, including but not limited to: Network Equipment: Routers, Firewalls, Wireless Access Points, Switches,

MOBILE / CELLULAR EXPERIENCE
  • Network Protocols: TCP, UDP, IP, IGMP (multicast), DNS, DHCP
  • Streaming Protocols: RTP/RTSP, MPEG Transport Stream, RTMP, HLS
  • Streaming clients, servers, CDN/Streaming Video Platforms
  • Remote Access tools
  • Bilingual / multilingual skills (verbal and written) are a plus

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