Job type full-time
Full job description
Why work at ross video?
We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to useWe go all out so that our customers can have the best possible experience and achieve quality resultsWith a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results.
If you`ve ever watched live television, news, sports, or entertainment, you`ve seen our products in useAll of the major hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use ross video technologyGet behind the scenes and learn about what it takes to make live events possible.
If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.
Technical support specialist
The technical support specialist is responsible for providing phone-based technical support as well as onsite support on a as needed basis for ross video products, assists customers in resolving issues by providing solutions to technical and service problems and provides the “superior customer experience” through effective handling of customer issues or concerns.
What we offer
Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.
Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, development support and a ton of fun social activities and events!
Best of all, you will be part of the ross video family, and we’ve got a pretty energizing environment here.
Some of the things you will work on:
Take ownership of customer issues reported and seeing problems through to resolution
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues through a tracking system
Prepare accurate and timely reports, as needed
Document knowledge in the form of knowledge base technical notes and articles
Expedite returned material from the field for service reasons
Provide effective installation and commissioning services, technical product training and on-site support, as requiredThis may require travel on short notice.
You should have experience with:
Technical diploma and knowledge of broadcast systems
Customer service experience in a technical support environment
Must be proficient in the english language (read, write, speak)
Excellent trouble shooting and debugging skills
Well-organized, very detail oriented, and able to work on multiple projects
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Keen attention to detail with accurate record keeping
Must be able to work with a team as well as independently
Strong knowledge of microsoft office applications
Must possess a valid driver’s license and passport
Bonus points if you have the following:
Additional education and computer courses are strong assets
Prior knowledge of salesforce or similar crm systems will be an asset
Please note, certain positions at ross video are subject to background screeningIf you are the successful candidate, you may be required to undergo a background check that may include employment verification, criminal records check, drug testing, credit checks, and motor vehicle records check for applicable roles.
Equity, diversity & inclusion
At ross, we embrace diversity, and we want you to bring your authentic self to work.
We are committed to building a team that includes a variety of backgrounds, perspectives, and skillsInclusivity drives innovation and creativity, and that’s something we’re passionate about at ross!
We believe everyone should be able to enjoy a rewarding career at ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disabilityIf a disability means that you need any additional support during the recruitment process, please contact talent acquisition and we will make all reasonable efforts to accommodate your request.