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Senior Customer Support Analyst

at Vizrt

Posted: 11/29/2019
Job Status: Full Time
Job Reference #: zepgLZJl22

Job Description

NewTek, the Emmy Award winning provider of innovative solutions for Graphics, Film and Television Production, recognizes that employees are at the core of its success. We recruit and retain highly qualified, motivated, and passionate individuals and provide them with an environment to grow, succeed, and share in the company’s success.

Function Definition:

A Customer Support Analyst is a dependable staff member to the Customer Support organization, providing recommendations and information to both customers and internal departments. Analysts will connect directly with customers and provide customer service and technical support via email, phone, social media, and chat applications to resolve issues and eliminate customer dissatisfaction. Analysts will also gather information and do research into customer problems and provide reports to development, operations, and management. In addition to support related duties, the analyst will use customer support data to make observations on trends to gain clear picture of operations and ways to improve customer experience.

Position relies internally upon Professional Services, Engineering, Product teams, and their management. This position will report to the Manager of Customer Support.

What You’ll Do:

The Customer Support Analyst is responsible for providing top-notch customer support to customers and channel partners of NewTek, as well as performing the configuration, installation, and upgrading of both software and hardware. The Analyst will be exposed to networking and security within various IT environments, building and supporting video production systems, connecting and analyzing video streaming domains, and learning customer issue tracking systems. The analyst will review cases originating from the front-line triage team for proper categorization, execute customer call-backs, and review and consult product repair escalations.


•             Support users by resolving functional issues and respond promptly to help desk tickets

•             Assist customer via chat, email, and remote desktop tools

•             Communicate via chat with up-to 4 customers simultaneously

•             Manage a daily caseload and maintain a standard SLA time frame

•             Document cases via an online Support Ticketing System

•             Troubleshoot hardware/software issues

•             Analyze basic workflows

•             Offer basic How-to Support

•             Stage and recreate customer issues

•             Assist with software registration issues

•             Process sales order for parts, repair fee, replacement units, and software

•             Generate return merchandise authorizations numbers

•             Ensure proper and timely escalation of tickets and critical issues

•             Schedule callbacks

•             Assist Inside Sales with technical resources

•             Communicate with Territory Managers and the Key Accounts Team to devise solutions for End-Users

•             Liaison for End-Users between Sales, IT, Repair, Professional Services and Engineering Teams

•             Communicate with Reseller Channel to support End-Users

•             Manage the Support equipment testing rack

•             Contribute documentation to the NewTek KnowledgeBase

•             Submit cases to Quality Assurance Team

•             Manage Beta Distribution List

•             Setup Internal townhall video productions for company communication

•             Receive case escalations from Front Line Triage team

•             Generate Invoices for online payments

•             Consult on Front Line team cases

•             Manage callbacks and callback scheduling

•             Communicate and identify support issue trends

•             First Contact Case Distribution

•             Secondary testing for product repair escalation

•             Fill in and assume the duties for Frontline and Case Analyst when necessary

•             Receive escalated calls and cases from Frontline and Case Analysts

•             De-escalate cases back to Frontline and Case Analysts, when appropriate

•             Provide training for Frontline and Case Analysts

•             Mentor certain analysts as assigned by the Team Lead

•             Support certain key accounts and customers at the direction of the VP and Customer Support Manager

•             Assist in-bound and out-bound customers via phone, chat, email, and/or remote desktop

•             Serves as subject matter experts in operation of NewTek products for customers

•             Educate customers on publicly available support resources and local dealer

•             Provide product support and expertise for Sales, OPs, and Marketing departments

•             Manage a daily caseload and maintain a standard SLA time frame

•             Document cases via an online Support Ticketing System

•             Troubleshoot hardware issues and make recommendations of in-field repairs

•             Identify when a unit needs a repair or replacement when appropriate

•             Analyze customer workflows and make recommendations when appropriate

•             Assist Distributors and Resellers with technical support and recommendations

•             Identify customers eligibility for professional services with NewTek Professional Service Group

•             Work with NPSG in resolving customer’s issue, including working directly with the customer under the direction of NPSG

•             Troubleshoot software issues when related to NewTek or NewTek-partnered products

•             Identifies defect trends in products and software and report via FogBugz reporting system tp QA-Engineering

•             Follow up on reported FogBugz from Customers and assist QA-Engineering in testing beta builds

•             Troubleshoot software issues when related to Microsoft Operating System

•             Identify production issues due to customer network and offer solutions within reason

•             Provided after hours, weekend, and holiday support direct to customers/end-users

•             Creates knowledge base articles to inform customer on possible solutions

•             Define roles and manage internal company streaming productions

•             Assist international dealers and distributors with troubleshooting and recommendations for supporting their customers

What You’ll Bring:

•             A service-oriented attitude with excellent interpersonal, oral, and written skills

•             Collaborative approach to working with others

•             Excellent troubleshooting abilities with a passion for technology

•             Computer proficiency, with knowledge of Microsoft Word, Excel, PowerPoint, database and web-based applications (Zendesk and Channeltivity experience a plus)

•             Demonstrated ability to take the initiative and be proactive, with a high attention to detail and proven ability to multi-task efficiently

•             Knowledge of networks and wireless technology (CompTIA A+, Network+ certifications a plus)

•             2+ years’ experience in a service desk environment

•             Dependable and able to work with minimal oversight

•             Able to regularly lift, bend, and reach for monitors, laptops, desktop PCs, servers, and related equipment

•             Excellent people and management skills to interact with staff, colleagues and cross-functional teams, and third parties

•             Language skills: Fluent in English. Spanish, Portuguese, or Mandarin a plus

What We Offer:

  • We offer an exciting opportunity in an expanding international company with the potential for personal growth
  • A caring environment with regular feedback and personal development
  • Excellent time off programs
  • A friendly and welcoming work environment with highly skilled colleagues
  • We utilize innovative software development technologies and methodologies
  • We create software and services that push creative boundaries and develop new ways of telling stories

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