The Support Representative manages technical support calls/chats, training, and documentation, providing assistance to customers with software problems. They prioritize issues and enhance customer satisfaction through effective communication.
We are looking for an outgoing individual with good interpersonal skills to handle sales and/or technical support calls/chats, customer and reseller training, and other tasks to meet our growing needs. Support is a critical component of our company and we are committed to providing world-class support to our users. User support representatives respond to emails and online chat requests for technical support. Also, you will schedule phone calls and screen share sessions to assist in solving a customer's problem. Work schedule is 8:30 AM – 5:00 PM in the Mountain or Pacific Time Zone. Candidates may be located in any U.S. time zone but must be able to consistently work these hours. If you have a Production or Support background and enjoy helping others by education or solving their problems, we'd like to meet you.
Roles/Responsibilities:
- Answer incoming communication and troubleshoot customer technical problems with our software products and other hardware
- Put customers at ease and help them solve their technical problems quickly
- Use time management skills to prioritize customer calls and quickly address all customer technical problems Improve customer references by writing and maintaining documentation
- Increase ticket deflection rate by performing quality checks of AI Agents Assist customers with their deployment, configuration, problem triage, and troubleshooting of our software products
We want people who:
- Like to help people achieve their best
- Have used ProPresenter and/or other Renewed Vision products in live productions
- Know general computer troubleshooting strategies
- Understand video production workflows and industry terms (such as camera signals, switchers, keying, and video compression)
- Are critical thinkers and problem solvers
- Can express themselves well with the written word
- Can type quickly
- Have a drive and ability to make processes more efficient
We really want people who:
- Have experience working in a production environment, with a deep knowledge and understanding of how Renewed Vision Products (ProPresenter, PVP, ProScoreboard) are used in production environments
- Have customer Service related experience in a written format
- Ability to work both independently and within a team with minimal supervision
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What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
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