Telestream, LLC
  • 02-May-2018 to 01-Jul-2018 (PST)
  • Customer Service
  • Nevada City, CA, USA
  • DOE
  • Salary
  • Full Time

Health/Dental/Vision/Life/401K/Company Bonus Plan/Vacation


Technical Support Specialist - Nevada City

 

Primary responsibilities and functions include:

  • Follow department case management guidelines using internal Customer Relations Management software
  • Answer incoming phone calls from customers and handle per department guidelines
  • Troubleshoot intermediate customer complaints for any Enterprise product to the point of resolution
  • Maintain an intermediate and current knowledge of all Enterprise products as well as an intermediate level of knowledge of two or more core products (as assigned by Manager)
  • Ability to replicate customer issues in the Telestream Lab environment
  • Promptly escalate unresolvable customer issues to the Escalation Specialist
  • Travel to customer sites to provide on-site support as needed
  • Provide product training to internal employees as well as Telestream customers

Required Skills, Knowledge, Abilities:

  • BS degree or equivalent job experience
  • Proficient with Microsoft Office: Excel, Word and Outlook
  • Minimum of 5 years of relevant customer service experience
  • Minimum of 6 years of video related experience
  • Minimum of 6 years of technical experience, including Server versions of Window Operating Systems
  • Intermediate understanding of Networking and Digital Video Technology
  • Intermediate understanding of the basic functions of broadcast servers and editing systems. Must be able to load and play a digital video file in a lab environment
  • Intermediate knowledge of Closed Captioning, Time Codes and Interlacing
  • Intermediate knowledge of Microsoft SQL Server
  • Intermediate knowledge of shared storage environments
  • Familiarity with MAC OS
  • Must show the initiative and ability to maintain current knowledge of Telestream's product line
  • Ability to communicate effectively with customers, fellow employees and management
  • Ability to set priorities and/or ask for assistance in setting priorities if needed
  • Strong written and verbal communication skills
  • Ability to complete multiple tasks and projects within deadlines

Additional Strengths:

  • Fluent in Spanish is a plus
  • Familiarity with Salesforce or other CRM system a plus

Physical/Mental Requirements:

 While performing the duties of this job, the employee is requently required to do the following:

  • Coordinate multiple tasks simultaneously
  • Collect, interpret, and/or analyze complex data and information
  • Understand and respond to a diverse population
  • Must be able to hear accurately to deal with phone calls in a noisy environment
  • Sit for long periods of time
  • Utilize visual acuity to operate equipment, read techincal information and/or use a keyboard

 

 

 

 

Telestream, LLC
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