Customer Support Specialist

Dreamscape Learn, a pioneer in the realm of immersive virtual reality entertainment and learning design, is seeking an experienced Customer Support Specialist to serve as a primary point of contact for customer support within the Dreamscape landscape, responding to Help Center Requests, escalating as necessary, and providing direct assistance, when possible, ensuring that all client support requests are acknowledged.  This role will work with other technicians and internal and external teams to provide exceptional customer service, as well as troubleshoot and resolve issues with the customer. This position also includes travel to customer sites for site commissioning.

Key Responsibilities

The main responsibilities for this role include Help Center ticket triage, knowledge base article creation, direct front-line support, ticket escalations as necessary, and travel to a customer site for initial site commissioning.   The ideal candidate for this position has experience providing technical support in a VR based environment and is self-motivated with strong communication skills and an earnest desire to interact effectively as a member of our technical support team.

• Maintain clear and consistent communications with Dreamscape customers and internal team members regarding technical issues.
• Evaluate, prioritize and respond to support requests.
• Assist with Knowledge base maintenance and write/suggest articles to improve support.
• Perform analysis, diagnosis of routine problems as well as maintenance for end users and recommend and implement solutions.

Requirements

• Strong history of technical problem solving and troubleshooting in operational environments.
• Strong command of communication skills, both oral and written.
• Strong ability to translate technical documentation to instructions and language that meet individual customer needs.
• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result.
• Exceptional interpersonal skills required.
• Strong organizational skills and the ability to handle multiple tasks.
• Effective time management skills required.
• Strong computer skills with emphasis on windows operating systems and applications.
• Confident individual who is willing to assume responsibility.
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements.
• Basic understanding of DHCP, DNS, IP and Ethernet.
• Proven ability to function in a self-directed environment with excellent attention to detail.
• Innovative thinker who is positive, proactive, and readily embraces change.
• Experience with customer service and Technical Support (preferred)
• 3+ years customer service/support experience, 2+ years experience working within Virtual Reality Experience Environments (preferred)
• Familiarity with XML, Python, batch files, and command line tools a plus, as is understanding of entertainment technologies such as DMX lighting and Dante Audio are a plus.

Benefits

• Compensation $67,000 per annum
• Employee Stock Option Plan (ESOP)
• Health/ dental/ vision insurance
• Employee Assistance Program
• Unlimited PTO
• Perks at work

Dreamscape Learn is firmly committed to cultivating an inclusive and diverse workplace, and as an equal opportunity employer, we encourage applications from all eligible candidates.