Technical Support Specialist - EMEA (Job Req #2024-146)

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

Ross Video are looking for someone to help facilitate a continued high level of Technical Support within EMEA. The ideal candidate will be key in ensuring that superior support is delivered to customers, and to our internal team members, in the most efficient and effective way.

Based in France and reporting to the Manager, Technical Support – EMEA, the successful applicant will work closely with the EMEA Services Team daily and will be able to operate autonomously when required.  They will be highly organized, and possess the ability to multitask, and operate under pressure. 

Who you report to: Manager, Technical Support - EMEA

What we offer: 

Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.   

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events! 

Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.  

What the job is all about:

• Respond to technical support calls and cases while following documented policies.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues through our case-tracking system.
• Escalate unresolved issues to appropriate internal teams.
• Prepare accurate and timely reports, as needed.
• Document knowledge in the form of knowledge based technical notes and articles.
• Raise and manage the timely advanced replacement of Faulty parts to customers and assist remotely with installation of those parts where necessary.
• As needed, travel to customer sites within EMEA to assist with troubleshooting, repairs, and hardware support
• Potential to act as Technical Account Manager (TAM) for select key accounts.

Who you are:

• Excellent troubleshooting and debugging skills of Broadcast systems.
• Knowledge of Ross Video products, IT concepts, Linux and Windows operating systems would be a definite asset.
• Strong working knowledge of MS Office, specifically Word, Excel, and Outlook.
• Excellent Organizational skills.
• Excellent problem solving and prioritization skills.
• A driving desire to get the job done.
• Excellent interpersonal and observational skills.
• Working knowledge of Zendesk or similar ticket systems.
• Customer service experience in a technical support environment.

• Well-organized, very detail oriented, positive, determined, and able to work on multiple tasks simultaneously.
• High Tolerance of Ambiguity
• Fluency in English and French languages
• Must be able to work with a team as well as independently.
• Ability to clearly communicate ideas to various audiences.
• Ability to function in highly stressful situations.
• Ability to learn quickly.
• Excellent communication skills.
• Ability to effectively function in a fast-paced environment.
• Willingness to accept new challenges.
• Professional email and telephone etiquette.
• Ability to handle and manage teams’ queries.
• Effective interpersonal skills.

Physical Demands:

• Office Environment
• May be required to visit customer sites to address issues.

Work Environment:

• Home-based, IT equipment will be provided.
• As required, working on-site at customer locations, or another Ross office.
• Out of hours rotation may be required.
• Possibility of working at tradeshows, including NAB or IBC.

Other:

• Willing to travel as needed.
• Valid passport.
• Valid driver’s license.

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Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross!  We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.