Imagine Communications

  • Software Support Analyst (Tier 2 SaaS Customer Support)

    Job Locations UK
    Posted Date 3 months ago(7/26/2018 1:42 PM)
    Requisition ID
  • 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.


    Support Analysts provide Tier 2 technical support to existing customers of Imagine Communications.  Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance. 

    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.
    • Undertake on-site visits to clients to assist in their use of Imagine Communications products - -15-20% travel.
    • 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.
    • Provide training for new and existing clients regarding Company products.
    • 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.


    Key Requirements:

    • 1 – 3 years’ experience with client-facing technical support
    • ITIL certification is required
    • Prior experience with using CRM databases to record information. Preference for experience with Sales Force.
    • 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:
      • Broadcasting media industry experience and knowledge
    • Willingness to work scheduled that vary from 8am – 4pm, 9am -5 pm or 10:30am -  6:30pm


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