Imagine Communications

  • Support Engineer (Tier 1 Technical Support)

    Job Locations US-CO-Denver
    Posted Date 1 month ago(6/15/2018 4:14 PM)
    Requisition ID
    06182213
  • Company Overview

    Support Engineer (Tier 1 Technical Support)           

    Denver, CO

     

     

     

    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.

     

    Support Engineers provide Tier I technical support to existing customers of Imagine Communications.  Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance.  Support Engineers work a rotational 12-hour schedule and are sometimes required to follow individual customer technical “cases” for extended periods of time (up to several hours for complicated cases), through to completion.

    Specific duties include but are not limited to

    Key Responsibilities:

    • Receive incoming queries from clients via telephone and web-portal.
    • Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion.
    • Resolve client and user problems by effectively gathering and analyzing data.  Sometimes provide training or instruction to clients.
    • Manage aged case backlog and properly report status and work toward resolution.
    • Document troubleshooting steps, including step-by-step recreation, capturing traces and screenshots and user shadow sessions in Salesforce as needed.
    • Provide regular updates to clients on faults and other requests and respond to them in accordance with the terms of their contractual Service Level Agreements with more than 85% individual compliance.
    • Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
    • Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.

    Qualifications

    Key Requirements:

    • Bachelor’s degree or equivalent experience coupled with 1 – 3 years’ experience with client-facing technical support
    • Prior experience with using databases to record information. Preference for experience with case management systems and knowledge-bases.
    • Strong data gathering skills and attention to detail.
    • Demonstrated ability to follow logical problem-solving steps in technical environment - - preference for experience with software product support.
    • Excellent written and verbal communication skills
    • Proficiency using MS office products
    • Preference for:
      • Knowledge of proposal systems, comScore, Nielsen (NSI) Ratings measurement methodology
      • Knowledge of station, cable sales software, rep firm or TV buying software
      • Broadcasting and / or cable industry experience and knowledge
    • Must be willing to work 12-hour shifts from 6am – 6pm on a rotational basis plus working high-profile or critical customer issues through to completion per customer SLA’s.

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