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.

The Technical Support role is responsible for providing technical support remotely and onsite through remote sessions, ticketing systems, phone support on a as needed basis for Ross Video products, we assist customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns. We work with some amazing customers, and you will get to be a part of helping them make an impact on their audiences.
The successful applicant will work closely with the EMEA Services Team on a daily basis, and will be able to operate autonomously when required. They will be highly organized, and possess the ability to multi task, and operate under pressure.

**Who you report to**: Manager, Technical Support - EMEA

**What we offer**:
Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.
Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events
Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.

**What the job is all about**:

- Respond to technical support calls and cases and follow documented policies.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues through using Zendesk.
- Escalate unresolved issues to appropriate internal teams.
- Prepare accurate and timely reports, as needed.
- Document knowledge in the form of knowledge based technical notes and articles.
- Raise and manage the timely advanced replacement of Faulty parts to customers and assist remotely with installation of those parts where necessary.
- Potential to act as Technical Account Manager (TAM) for key accounts.
- Perform other duties as required.

**Who you are**:

- Excellent trouble shooting and debugging skills of Broadcast systems.
- Knowledge of Ross Video products would be a definite asset.
- Strong working knowledge of MS Office, specifically Word, Excel, and Outlook.
- Excellent Organizational skills.
- Excellent problem solving and prioritization skills.
- A driving desire to get the job done.
- Excellent interpersonal and observational skills.
- Working knowledge of Zendesk.
- Customer service experience in a technical support environment.
- Well-organized, very detail oriented, positive, determined, and able to work on multiple tasks simultaneously.
- High Tolerance of Ambiguity
- Must be able to work with a team as well as independently.
- Ability to clearly communicate ideas to various audiences.
- Ability to function in highly stressful situations.
- Ability to learn quickly.
- Excellent communication skills.
- Ability to be a team player who is analytical, highly motivated and independent with excellent team spirit and interpersonal skills.
- Ability to effectively function in a fast-paced environment.
- Must be able to work well both independently and as part of a team.
- Willingness to accept new challenges.
- Ability to handle and manage teams queries.
- Effective interpersonal skills.

**Other**:

- May be required to visit customer sites to address issues.
- Home-based, IT equipment will be provided.
- As required, working on-site at customer locations, or another Ross office.
- Out of hours rotation may be required.
- Possibility of working at tradeshows, including NAB or IBC.
- Willing to travel as needed.
- Valid passport.
- Valid driver’s license.

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Equity, Diversity & Inclusion
At 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 r