Support Specialist

July 5

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Disguise

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The Next Dimension of Entertainment.

Projection Mapping • Software and hardware solution • 3D Stage Simulator • Video Projection • Live Events

201 - 500

Description

• Own Tier 2 support cases and communicate with the customer to resolve issues • Assist support and other internal teams with reproduction of complex cases • Write and share knowledge via customer focussed articles • Manage Return Merchandise Authorizations (RMAs) for faulty hardware • Interact with members of the team and clients via Slack, Service Cloud, email and phone to aid in support for all Disguise product ranges • Prioritize incoming support cases, and escalate critical cases • Aid other departments and support technicians with on-site client visits • Work with Development & QA teams for feedback and logging of software issues • Prepare Disguise hardware for use both internally and externally • Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver • Be online to provide support for your region one weekend in every 4-6 weeks, followed by a 4 day weekend within the following two weeks

Requirements

• Experience with Disguise media servers (or other media servers) is a must • Experience working in one of the following industries: live events, theater, video production, film production, virtual production, or television production/broadcast • Experience troubleshooting complex systems • Experience in a client facing role • Experience with computer networking, infrastructure, hardware, and software • Excellent attention to detail, to enable you to log processes and capture data accurately • Clear communication, both verbal and written, to interact with both customers and the internal teams at disguise • Excellent time management skills and the ability to move from project to project while under multiple deadlines • Enjoy problem solving with a curious and inquisitive mind, to investigate a technical issue and get to the heart of the problem • Collaborative, working with the support team to resolve complex issues, as well as knowledge share • Ability to remain calm under pressure when dealing with complex time critical issues • Self motivated, able to managing changing priorities and work with a global customer base • Zest for learning and knowledge, learning yourself as well as teaching others • Passionate to expand your knowledge • Resilience to keep experimenting

Benefits

• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory • Gig Allowance - £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries • Flexible hours - some people start work at 10am, and others begin at 7am and finish earlier. Create a pattern that works for your team and for you • Hybrid working between home and our offices (dependent on role and location) • Long Service Awards (3, 5, 10+ years) • Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning • Mental health and wellbeing support - subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance Programmes • Training, coaching & mentoring