Job details
Salary up to $60,000 a year job type full-time contract number of hires for this role 2
Qualifications
High school or equivalent (preferred)
Windows: 1 year (preferred)
Customer service: 1 year (preferred)
Full job description
About chyronhego
Chyronhego, a portfolio company of apollo management, is a global leader in products, services, and solutions for the broadcast and sports industriesSpecializing in live television, news, and sports production, chyronhego offers some of the industry’s most widely deployed solutions — including
Lyric®, the world’s most popular broadcast graphics creation and playout offering; the all-new camio®
Universe newsroom workflow; and tracab® optical tracking, the global leader in optical sports tracking systems as well as click effects, the most proven and versatile stadium broadcast family of graphics productsHeadquartered in melville, new york, chyronhego also has offices in the czech republic,
Denmark, finland, germany, mexico, the netherlands, norway, singapore, slovak republic, sweden, and the united kingdom.
For more information on chyronhego, visit www.chyronhego.com
Summary
This role is remote based in the usa
Summary/objective:
In the role of a customer success specialist you are to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services while maintaining all documentation in salesforceThey must have excellent working knowledge of all the systems and services we provide to be able to support our clientsThe customer success specialist may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each callerThey will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response in a timely mannerTo be a successful technical support specialist, you should be customer-focused, detail oriented, up to date on all our offering and efficientYou should be polite, reliable, knowledgeable, and adaptableThis role requires outstanding communication skills, empathy, and quick thinkingIn customer support, it’s imperative that you are able to think on your feet and provide quick, effective solutions
Responsibilities include the following but not limited to:
Essential functions
ensure continuity of the computer system for all system users.
research software products and applicability to organizational environment.
install selected software and hardware products.
repair hardware as necessary and work closely with service vendors to ensure continuity of service.
be `on-call` for all periods as assigned by manager, including participation in afterhours support
provide technical assistance and advice to users as needed.
recommend changes in software and hardware to improve computer capabilities.
answering all inbound calls to the technical support department
identifying, researching, diagnosing, and resolving customer issues, striving for first call resolution whenever possible
logging case history in salesforce/jira and follow up on open cases for quality assurance and account retention
keeping abreast of our solutions’ new features, functionality, and installation procedures
ability to pick up new concepts easily with a passion to learn and self-motivation
ability to multi-task effectively
assertive and able to resolve customer issues with tact and diplomacy
demonstrate a sense of urgency, drive, proven capability to develop, lead, and implement new initiatives with little supervision on an ongoing basis
greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
listen attentively to customer needs and concerns; demonstrate empathy.
clarify customer requirements; probe for and confirm understanding of requirements or problem.
confirm customer understanding of the solution and provide additional customer education as needed.
communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests and machine repair.
contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
maintain broad knowledge of company products and service
prioritize workload to meet key performance indicator (kpi) metrics set by management in order maintain high level customer experience
create and maintain self-help documents and educational videos
previous experience in a television broadcast/media environment a plus
previous experience in troubleshooting hardware issues
Technical abilities:
good writing, communication, mechanical, and computer skills
should be knowledgeable in diagnosing/fixing/troubleshooting hardware and software issues
should be knowledgeable in configuring/troubleshooting raid arrays
hands on experience with system imaging software (i.eSymantec ghost or similar)
knowledge of basic networking, tcp/ip and windows file sharing
knowledge of microsoft windows server 2003, windows server 2008, windows server
2012, windows server 2016, windows server 2019, windows xp, windows 7,
Windows 10
knowledge of adobe photoshop and/or creative suite a plus
knowledge of microsoft sql and sql clustering a plus
ability to lift/carry up to 70 pounds occasionally
must be fluent in spanish
Competencies:
1Technical capacity.
2Organizational skills.
3Customer/client focus.
4Decision making.
5Initiative.
6Problem solving/analysis.
Qualifications/expertise
Required education and experience
Bachelor’s degree in computer science related field or have mcse certification with 5 years’ work experience required
Preferred education and experience
Mcse certification.
Travel:
5%-10% travel may be required.
Job types: full-time, contract
Pay: up to $60,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Holidays
Monday to friday
On call
Weekend availability
Education:
High school or equivalent (preferred)
Experience:
Windows: 1 year (preferred)
Customer service: 1 year (preferred)
Work location:
Fully remote
Work location: remote
