Summary
The Customer Success Engineer
is a vital client facing role, providing SyncRTC clients with careful
and consistent technical delivery and support. This role provides the
highest level of customer care to ensure that SyncRTC achieves 100%
performance targets. The role requires an incumbent with a proven
strength in technical skills at the same time as demonstrating
impeccable professionalism, diplomacy and mature approach to issue
management.
With support from the entire technical and client
management teams, this position is responsible for first and second
level support to clients onsite and remotely – both in Spain and across
the globe. The team more broadly, is responsible for the installation,
qualification, repair and maintenance of the SyncRTC hardware and
software utilized at client locations; and, is responsible for the
necessary transfer of operational knowledge to the client.
The
Customer Success Engineer will be confident and capable in technical and
non-technical analytics and problem-solving. Equally, they will stand
above their peers in an astute communication style and ability to
effectively liaise with a broad range of audiences in both English and
Spanish.
Scope
The Customer Success Engineer reports to the Support Manager.
The
position will be based at client site(s) for up to six months at a time
as well as periods in the SyncRTC offices. It is expected that the
position will grow in line with business demands.
The Customer
Success Engineer will work standard business hours however there is an
expectation that this will be adjusted to accommodate client
requirements (e.g. average of one evening shift per week). Work flow and
required effort is largely consistent however there may be additional
hours required during peak delivery periods.
Responsibilities/accountabilities
Technical delivery and support
Provide 1st & 2nd/3d support to SyncRTC clients – remotely and onsite
Prioritize and categorize issues, investigate and troubleshoot issues
Assemble
and manage hardware: servers, racks, video xxx, mounting and stacking,
change tables, cabinets Install, configure and monitor software
performance.
Problem solving
Gather necessary information required for accurate diagnosis and resolution of issues
Escalate technical issues when required and work with the development teams
Resolve issues as per SyncRTC standard operating procedures
Initiate activities to prevent issues reoccurring
Client management
· Treat SyncRTC clients like gold! Be key in the successful, genuine partnership of brands
·
Ensure client service quality is delivered as per contract requirements
and SyncRTC values (content, time, accuracy, cost, level)
· Proactively and reactively understand and explore client needs, adapt the service accordingly
· Improve end-user experience by consist and available support service
· Relay information promptly to both client and SyncRTC, keep people well informed to ensure effective coordination of work
· Inform SyncRTC clients in a timely manner of issues
· Consistently represent SyncRTC with upmost professionalism
· Participate in client training
· Participate in formal and informal feedback to clients
Operational
Organize and prioritize work flow on a daily and weekly basis
Maintain impeccable records, e.g. document troubleshooting and problem resolution steps
Contribution towards ongoing support process and procedure improvement
Monitor performance of SyncRTC systems and provide management with cyclic and ad hoc reporting
Sharing knowledge and expertise amongst colleagues to increase the efficiency of SyncRTC service
Mentor trainees as required
Competencies
Customer excellence
Interpersonal style/empathy/sensitivity
Communication
Adaptability/tenacity
Professionalism/diplomacy
Service delivery
Quality focus/attention to detail
Problem solving/decision making
Analysis
Prioritization
Proactive investigation
Planning and organizing
Personal
Confidence
Accountability
Composed (ability to keep cool in challenging situations)
Organizational awareness/political savvy
Qualifications and experience
Minimum 2-3 years of experience in a Support engineering role (on-site and remote).
Degree in multimedia/video engineering, computer science or telecommunications.
Experience with hardware (high spec computers, video equipment and cabling)
Experience in application and software troubleshooting.
Understanding of software/firmware development and integration.
Having a 6th sense for how to interact with technology, and web apps in particular.
Highly developed attention to detail, quality focus and consistent practices to achieve 100% deadline delivery.
Superior communication – both speaking and listening!
Ability to maintain professionalism in the face of adverse or challenging circumstances.
Proven ability to “think on your feet” and implement top-notch solutions to problems.
Ability to identify, isolate and communicate problems at all levels of user and tech staff.
Proven ability to work both independently and in a team environment with co-operative attitude.
Ability to handle multiple high priority tasks.
Results focused! Be self-motivated and disciplined to achieve results.
Demonstrate diplomacy and professionalism at all times.
Highly developed attention to detail, quality focus and consistent practices to achieve 100% deadline delivery.
Eligibility to work in Spain or the United Kingdom.
Outstanding command of English and Spanish languages (native or business proficiency).
Preferred
Understamding of WebRTC, WebComponents, Polymer, ECMA Script 5, ECMA Script 6, NodeJS, MongoDB
Experience in projects with a hardware component involving, installation and logistics
Experience working in live events, concerts or multimedia environments
Experience in a dynamic environment of start-up and/or a business with remote workers
Working knowledge of technology service delivery sector on a global scale
Experience working in multiple countries and/or varied cultures
Master’s degree
Additional languages
Package
Attractive package based on experience