MAM Support Engineer

As part of the Enterprise MAM Support team the 24/7 support engineers are responsible for handling all inbound cases raised by Vizrt MAM customers across the globe. Using expertise and product knowledge working hand in partnership with Vizrt customer base to ensure a timely and quality resolution.

The Support Engineer will be working in evening shift (Thailand time 15:00 - 24:00)

Responsibilities:

• You will accept all inbound customer contacts either by Phone or through global support portal
• You will prioritize case workload as per the global support priority process
• You will troubleshoot, identify solutions and, using effective communications work in partnership with our customers to ensure resolution and satisfaction
• You will escalate appropriate cases where necessary to other departments (E.G. System Engineering)
• You will take ownership of individual performance to achieve KPI expectations
• You will adhere to the Global Support Quality Framework expectations
• You will ensure full, effectively communicated handovers where appropriate
• You will manage upwards to Support leadership community to raise concerns/friction points from support offering appropriate resolutions
• You will share knowledge & understanding with colleagues and management proactively
• You will attend regular meetings with fellow support engineer to review common feedback & best practice, summarizing to Head of support

• You have experience in leading customer interactions both face to face and in remote meetings
• You have deep understanding of customer install base variables, understanding requirements & risks
• You have strong English communication skills, both oral and written

• It is preferred if you have strong understanding of Vizrt product road map with ability to recommend future solutions for customer. Preferably vast experience of the Vizrt MAM Products
  

This position reports to the Head of Systems Engineering in the Business Unit Enterprise Media Asset Management.

More stories, better told

Vizrt® is the world's leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media - unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers success, giving them the right tool for the job, and accelerating their creative excellence.

More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt

Recruitment Process for this role:

1. Recruiter Screening

2. Team Interview

3. Case/ Code Test

4. Final Interview