Support Services Tech III
|August 22, 2012 - November 30, 2012|
|Location:||Nevada City, CA|
|Benefits:||Health, Dental, Vision, Life, 401(k), Company Bonus Plan, Paid Vacation|
|Employment Type:||Full Time|
|Description:||Telestream is a leading global provider of digital media encoding, delivery, workflow automation, and cross-platform compatibility solutions. Founded in 1998, Telestream has experienced double-digit growth each year for the past decade. We look for outstanding employees and we treat them very well (including medical, dental, & vision benefits; matching 401k; very competitive compensation packages; and an open corporate culture.) We are also the developers of several products in the digital video industry such as Flip4Mac, ScreenFlow, Episode, Wirecast, FlipFactory, and Vantage. Our company is comprised of a team of people whose creativity, talent and passion have helped to create an environment that is healthy, hard working and fun. Telestream is headquartered in the Sierra Nevada foothills community of Nevada City, California with offices in Emeryville, CA; Sterling, Virginia and Stockholm, Sweden. |
The following reflects managements definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
|Duties:|| Follow department case management guidelines using internal Customer Relations Management software.|
Answer incoming phone calls from customers and handle per department guidelines.
Troubleshoot any customer complaints for any WorkGroup & Enterprise product to the point of resolution.
Maintain expert level knowledge of all WorkGroup & Enterprise products.
Ability to replicate customer issues in the Telestream Lab environment.
Promptly escalate unresolvable customer issues to the department Escalation Specialist.
Travel to customer sites to provide on-site support as needed.
Mentor and train Tier I and Tier II technicians as needed.
Provide product training to internal employees as well as Telestream customers.
Provide trade show support (e.g. set-up, tear down, product demonstrations).
Contribute to the internal knowledge base in the Wiki.
Independently use available resources (e.g. using on-line resources, the internal Wiki, JIRA) to find answers to questions that pertain to the quality and design of Telestreams various software/hardware products.
Maintain calm, patient and professional attitude with all customers.
Attend and participate in staff meetings.
Perform other duties as assigned by manager.
Participate in a 24/7 on-call duty rotation.
|Qualifications:|| High School Diploma plus two years college coursework or equivalent work experience.|
B.S. college degree in computer science, video/broadcast engineering a plus.
Knowledge of scripting languages, C++ is a plus.
Expert proficiency with Microsoft Office: Excel, Word and Outlook.
Minimum of three years of relevant customer service experience.
Expert technical knowledge of Mac Operating Systems (including OSX and Leopard) and Windows Operating Systems (including Win 2000, 2008 and XP).
Expert technical knowledge of Networking and Digital Video Technology.
Expert technical knowledge of the basic functions of broadcast servers and editing systems.
Solid understanding of:
o Closed Captioning
o Time Codes
o Video Interlacing
o VANC (HD Closed Caption Format)
o HD Conversions (UP/DOWN/CROSS Conversions)
Maintain current, detailed knowledge of Telestreams product line.
Punctual, reliable attendance is required.
Ability to communicate effectively with customers, fellow employees and management.
Ability to set priorities.
Strong written and verbal communication skills
Ability to complete multiple tasks and projects within deadlines.
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.
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