Imagine Communications

Support Analyst

US-CO-Denver
6 months ago
Requisition ID
05172142

Company Overview

Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.

 

Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues. Today, we’re driving an industry transformation by investing deeply in a new generation of media enabled by IP, virtualization, cloud infrastructure and software-defined networks.

 

At Imagine Communications, groundbreaking work is part of our everyday environment.  All our employees play a vital role in our organization, helping the media industry enable instant access to moments that matter.  Wherever your skills fit in our business — from engineering and sales to service and support — you’ll find you gain much more than just a job. At Imagine Communications, you’ll gain the opportunity to contribute to the transformation that’s taking place in the way the world is consuming media.

 

If you’re looking to join a market leader and take your career to the next level, contact us today!

 

Imagine Communications Corp. is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, religion, national origin, sex, gender, gender identity, gender expression, age, sexual orientation, disability (physical or mental), medical condition, marital status, ancestry, protected veteran status, genetics and any other protected group status or non-job related characteristics as directed by law.

Specific duties include but are not limited to

 

JOB PURPOSE

Proactively support clients in their use of Imagine Communications products and react promptly to their service requests.

SCOPE

In this role you are responsible for owning client reported issues and queries through to resolution. Also providing workarounds and resolutions within the agreed SLA and providing accurate issue reproduction steps to our development and QA teams.

 

Qualifications

KEY ACCOUNTABILITIES:

 

Respond to telephone calls and email requests from clients

• Log details of service request into customer service systems

• Investigate and replicate service requests raised

• Provide regular updates to clients on faults and other service requests

• Take ownership of service request through to client delivery

• Undertake on-site visits to clients to assist in their use of Imagine Communications products

• Respond to clients in accordance with the terms of their contractual Service Level Agreements

• To thoroughly test fixes and new developments before they are delivered to clients

• Ensure documentation is prepared to required standards and delivered to clients in a timely manner

• Produce, check and issue support reports for clients within agreed timescales

• Undertake training of internal and external clients in the use of Imagine Communications products

• Such other duties as the management may from time to time reasonably require

• To ensure that all working practices comply with Health and Safety legislation

 

KEY RELATIONSHIPS

Internal

Communicate and liaise with Imagine Communications Support, Consultants, Development, QA, BA and Business Manager teams on a daily bases.

External

Communicate and liaise directly with Imagine Communications clients and third parties on a daily bases.

 

PERSON PROFILE

You must be a professional, customer focused individual, who is able to use excellent problem solving skills to help resolve customer issues and queries. You must be a committed team player, who is also able to work confidently with limited supervision when required.

 

EXPERIENCE / ACHIEVEMENTS

Essential:

• User experience of Imagine Communications software products

• Experience working in a client-facing environment

• Strong interpersonal and client-facing communication skills

• Experience of using MS office products

Desirable:

• Presentation/training skills

• Knowledge of software development cycles © 2014 Imagine Communications Corp. Proprietary and Confidential

 

SKILLS / KNOWLEDGE

Essential:

• Strong interpersonal and client-facing communication skills

• Excellent analytical and problem-solving skills

• Ability to work with minimal supervision

• Ability to work accurately under pressure whilst remaining attentive to detail

• Ability to work in a team

• Good working knowledge of MS Office software products

Desirable:

• Presentation/training skills

• Knowledge of software development cycles

COMPETENCIES:

• Judgment / Problem Solving

• Teamwork & Collaboration

 

 

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