Technical Customer Support Specialist - 3rd shift
We are looking for a Technical Customer Support Specialist to ensure the success of our customers by delivering a support experience customers want to come back to by providing technical assistance to help our customers resolve problems through phone, email, chat and our forums. This is an exciting opportunity for someone passionate about helping customers succeed and who will thrive inside a fast-paced environment.
The successful candidate will join a collaborative global team of experienced engineers and must be able to work independently to resolve many user challenges concurrently. This position will be responsible for providing technical support in a timely manner for Wowza Media Systems products and services in numerous workflows, writing and reviewing technical articles, troubleshooting both software and hardware issues as well as any other technical support tasks that may arise.
What you’ll be doing:
- Responding to inbound service requests via phone, email, chat and forums
- Troubleshooting customer various technical issues to get to root of customer issue
- Duplicating customer scenarios to validate errors
- Following up and engaging with customers
- Escalating issues when needed, to Support Engineer SME
- Routing of non-technical support related tickets to the appropriate roles
- Logging feedback and feature requests
- Adhering to current SLA's
- Representing customers and their best interests internally to ensure their success
The ideal candidate will have experience in troubleshooting customer issues involving hardware (server), software, media streaming products and services and networking issues. Previous experience with API based streaming to social media platforms is also a plus.
Required:
- 2+ years experience in a technical support environment
- Prior experience in an inbound phone queue in a Service Desk environment
- Experience troubleshooting both server hardware and software
- Ability to work remotely and independently in a complex technical environment while maintaining productivity metrics
- Able to work 12AM-9AM Sunday - Thursday
- Excellent English verbal, written, organizational and interpersonal skills; other languages a plus
Preferred:
- Previous experience with API based streaming to social media platforms
- Experience troubleshooting networking issues and working knowledge of TCP, UDP, ICMP, bandwidth, latency, firewalls etc.
- Experience with different operating systems and virtualizations including as but not limited to Windows, Linus, OSX, VMWare, Xen
- Experience with other technologies such as Web Servers (HTTP), Databases (SQL), Cloud Based Services (AWS, Google) is a plus
- BA degree in computer science, engineering or related field preferred
Who We Are:
Wowza Media Systems (www.wowza.com) creates streaming products and services for delivering video and audio streams to any screen, from desktops to televisions to mobile devices. We have been in business for over ten years, won numerous industry awards, and are driving over 20,000 customers in more than 170 countries.
We are committed to shaping the streaming industry and lead the way with products and services that both simplify streaming, and provide tools for advanced users to build their own customized solutions. By staying true to our focus on customer success we continue to redefine our industry and impact the world.
What we love about working at Wowza:
- Million Dollar Views of the Mountains, Denver Metro, and Live Buffalo!
- Strong benefits package including Health, Dental, Life & Disability Insurance, PTO and 401k match
- An appetizing kitchen stocked with food and drinks…. dog treats too!
- The ability to work with amazing clients and partners such as ESPN, Walt Disney, Facebook, US Air Force, Harvard University and Amazon
- Yoga Classes and Gym Discounts to satisfy that urge to move
- Spacious office with state of the art equipment