TriCaster Engineer

As part of the Global Customer Success support team the support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe. Using expertise and product knowledge working hand in partnership with Vizrt customer base to ensure a timely and quality resolution.

A TriCaster Support engineer will:

• Accept all inbound customer contacts either by Phone, Chat, Email or through global support portal.
• Prioritize case workload as per the global support priority process.
• Troubleshoot, identify solutions and, using effective communications work in partnership with our customers to ensure resolution and satisfaction.
• Escalate appropriate cases where necessary to other departments (E.G. Professional services)
• Take ownership of individual performance to achieve KPI expectations.
• Adhere to the Global Support Quality Framework expectations.
• Ensure full, effectively...