Vizrt

Broadcast Automation Technical Support & Team Lead

Customer Support - Bergen, Norway - Full Time

At Vizrt Group, we work with our shared purpose in mind; to deliver more stories, better told. We provide real-time 3D graphics, studio automation, sports analysis and asset management tools for the broadcast industry. This includes interactive and virtual solutions, animations, maps, weather, video editing and compositing tools. Vizrt has customers in more than 100 countries worldwide including such as CNN, CBS, Fox, the BBC, BSkyB, Al Jazeera, ZDF, CCTV, and the list keeps growing. This is possible thanks to our many engaged and skilled employees in about 40 countries around the world.

To strengthen our EMEA (Europe, Middle East and Africa) Customer Support team, we are seeking a dynamic 

Broadcast Automation Technical Support & Team Lead

Based at one of our EMEA locations, preferably Stockholm (Sweden), Bergen (Norway), or other locations such as Spain, Dubai, Germany. In this exciting role, you will lead a team of Support Engineers across EMEA . This role is pivotal in maintaining a loyal and satisfied customer base by ensuring efficient resolution of technical issues. This is achieved by effectively coaching the team and ensuring issues from supported customers are responded to, followed up and resolved in a way that ensures customer satisfaction resulting in improved KPI performance. 

    What You'll Do:

    • Take ownership of customer issues reported and seeing problems through to resolution
    • Research, diagnose, troubleshoot, and identify solutions to resolve system issues
    • Document troubleshooting and problem resolution steps
    • Manage and coach the respective Support Engineering team
    • Administer Work Schedule Planning to assist the Regional Head of Support
    • Interact verbally and electronically with customers and co-workers on a daily basis
    • Successfully complete technical training to understand and design support for new or more complex products which may include developing Support Plan
    • Manage customer communications skillfully to become a trusted technical advisor
    • Own, develop, and/or track various operating procedures and KPI operating metrics
    • Coordinate with Vizrt Professional Services and R&D departments on technical matters

    What you bring:

    • 5+ years’ experience in Technical Support or System Administration, ideally in an enterprise software environment with Broadcasting Automation or Graphics products.
    • Proven experience with customer support analytics, tracking metrics and managing data.
    • Proven experience troubleshooting mission critical software systems and providing support for customers in a professional manner.
    • Team leadership experience: ideally, previous experience in a first/mid-management position (leading individual contributors); solid knowledge of first-line management principles.
    • Knowledge of major broadcast processes, especially the playout process, is a definite advantage.
    • Experience in remote customer support and with Vision Mixer operations is a plus.
    • Experience in support and maintenance of applications such as any of the following: Viz Mosart, Viz Engine, AWS (or other similar), NDI (or other video over IP standards)
    • Technical problem-solving skills paired with excellent customer communication skills.
    • Languages: Fluency in English is a must. Additional languages are an advantage.

    What we offer:

    • Validation – the tools we create are used every day by major broadcasters all over the world, like CNN and BBC.
    • Rewards - you will enjoy flexible working hours and competitive remuneration, attractive pension and insurance package, wellness allowance and other benefits. 
    • A great environment – you will join a friendly, international, youthful, highly-skilled multicultural team.
    • A caring environment with regular feedback and personal development

    We operate in an exciting market and we believe in teams and people. We strive to provide a superb work environment, and we want you to want to stay with us throughout your working life. The Stockholm office has approximately 70 employees from more than 20 different nationalities representative at the office. We are located in a new and spacious office in Kista.

    The stories we tell are unique. We’d love to hear yours.

    Read more at www.vizrt.com

    #LI-Vizrt

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