Technical Support Specialist (UK)
About The Position
Suite enables teams to effortlessly store, share, and edit media files, just as if everyone were working from the same local drive. Teams can now forget about dealing with lengthy downloads or syncing issues, saving them countless hours/days on each project, freeing up artists to focus on their creativity. At Suite, we prioritize exceptional customer service and support above all else and are committed to going above and beyond to exceed client expectations. Building strong relationships and providing unparalleled assistance are key to ensuring the success of our customers. If this sounds like an environment you would thrive in, come join us!
Requirements
- 7+ years in a technical support role in the media and entertainment industry
- Workflow nerd, and love thinking through the complexities of Post Production, Media lifecycles, and VFX
- Phenomenal communication skills with fluency in English, both written and spoken
- Customer first and always attitude
- Love to teach, and love to learn. A doer, who rolls up sleeves and gets stuff done
- Flexible and adaptable, able to adjust to new challenges and environments as the company grows and evolves
- Impact maker and want to help shape the company, culture, and product
- Not looking for "just another job"
Nice To Haves
- experience in broadcast or post production environments
- experience with the following - Adobe CC, Davinci Resolve, Cinema 4D, Nuke
Responsibilities
- Partner with Product, Engineering, and Customer Success to identify and address root causes of recurring issues
- Support major feature releases with training, QA, documentation, and internal communication
- Provide insights from support data to inform product improvements and customer success initiatives
- Drive and maintain key KPIs such as CSAT, SLA compliance, resolution time, and ticket backlog
- Establish and refine escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale
- Work closely with the team to refine processes and leverage tools for better efficiency and effectiveness
- Mentor, train, and coach Support team to build a high-performing, customer-centric team
- Quickly respond to customer inquiries, diagnose and resolve issues
- Lead debug sessions on live calls and reproduce client issues using a wide range of applications and environments
- Aid in all ways to ensure lasting success for our customers
Benefits
- Best in class health & dental
- Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility
- Unlimited paid time off
- Fitness & wellness stipend
- Taco Tuesday, every Tuesday
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
