Technical Support Specialist

The Technical Support Specialist is a critical position within the RED Product Support team that delivers RED customers the support they need through multiple communication channels including support tickets, chat, and phone calls while providing the best possible customer service experience. The Technical Support team is an escalation point in our Product Support department, providing in-depth detailed and direct troubleshooting to our wide range of customer profiles.General Product Support Responsibilities:Provide after-sales support and direct communication to RED customersMaintain understanding of all current RED policies, procedures and processesMaintain and exceed service-level agreement performance benchmarksMaintain knowledge of all current and legacy RED products, specifications, technology, programs and announcementsManage a high volume of inbound and outbound emails, tickets and callsTechnical Support Responsibilities:Facilitate and maintain cross-functional communication with various teams (i.e. Product Support, Sales, Engineering, Product Management, etc.)Troubleshoot advanced technical issues with customersPerform supplemental end user testing on RED productsFill out standardized intake forms to ensure data going to Repair team is complete and all necessary items are requested up front to minimize cases where Repair has to stop and request additional information/itemsFilter out simple requests so more time can be spent handling field issuesProactively search online forums for reported issues, reach out to customers, and resolve the issueProvide after-hours emergency support for customers experiencing issues and needing immediate help on-set or in the fieldHandle all assigned customer issues thoroughly and thoughtfully within the stated Service Level AgreementsThe Technical Support Specialist must be able to adapt in an ever-changing environment which passionately focuses on continually improving the customer experience. The Agent must be confident in communication with others, exhibit strong diplomatic skills, such as tact and patience when dealing with customers, must handle complaints within constraints of company policy, be self-motivated to grow in their role, show capacity for strategic thinking and developing ever-improving processes, have a history thriving in a collaborative team environment, and also possess the following qualifications:BA/BS or equivalent degree preferred12+ months of experience with professional digital cinema cameras and/or software and post-production workflow solutionsWorking knowledge of professional production solutions and RED productsPossess a strong desire for self-improvement and technical growthExperience with support ticketing system, Zendesk preferredExperience with productivity tools such as Office Suite3+ years’ experience in a customer support or technical support positionProven problem solving and troubleshooting abilityDemonstrated ability to develop a resolution plan for escalated customer issuesExcellent customer service and interpersonal skillsStrong written and verbal communicationDetail oriented with excellent organizational and time management skillsComfortable working through ambiguous situations and ability to prioritize multiple tasksDevelop and execute both personal and team goals for continuous growth and improvementDiplomatic skills, such as tact and patience when dealing with customers and must handle complaints within the constraints of company policyPassionate about relentless improvement of customer experience and exceeding all customer expectationsCapacity for strategic thinking and developing ever-improving processesMulti-lingual is a plus

Created: 2025-01-14