Job Description

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 customers
• Maintain understanding of all current RED policies, procedures and processes
• Maintain and exceed service-level agreement performance benchmarks
• Maintain knowledge of all current and legacy RED products, specifications, technology, programs and announcements
• Manage a high volume of inbound and outbound emails, tickets and calls

Technical 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 customers
• Perform supplemental end user testing on RED products
• Fill 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/items
• Filter out simple requests so more time can be spent handling field issues
• Proactively search online forums for reported issues, reach out to customers, and resolve the issue
• Provide after-hours emergency support for customers experiencing issues and needing immediate help on-set or in the field
• Handle all assigned customer issues thoroughly and thoughtfully within the stated Service Level Agreements

The 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 preferred
• 12+ months of experience with professional digital cinema cameras and/or software and post-production workflow solutions
• Working knowledge of professional production solutions and RED products
• Possess a strong desire for self-improvement and technical growth
• Experience with support ticketing system, Zendesk preferred
• Experience with productivity tools such as Office Suite
• 3+ years’ experience in a customer support or technical support position
• Proven problem solving and troubleshooting ability
• Demonstrated ability to develop a resolution plan for escalated customer issues
• Excellent customer service and interpersonal skills
• Strong written and verbal communication
• Detail oriented with excellent organizational and time management skills
• Comfortable working through ambiguous situations and ability to prioritize multiple tasks
• Develop and execute both personal and team goals for continuous growth and improvement
• Diplomatic skills, such as tact and patience when dealing with customers and must handle complaints within the constraints of company policy
• Passionate about relentless improvement of customer experience and exceeding all customer expectations
• Capacity for strategic thinking and developing ever-improving processes
• Multi-lingual is a plus

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