Tech Support Specialist

RED Digital Cinema•Foothill Ranch, CA

3d•Hybrid

About The Position

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, 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.

Requirements

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

Nice To Haves

Multi-lingual is a plus

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
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