User Education Support Specialist

Are you ready to reshape the world of video connectivity? Join NDI®, the driving force behind the software-defined visual storytelling revolution. As a global leader, we empower millions of users by making video creation and delivery accessible through innovative technology. We are on the lookout for an exceptional User Education and Support Specialist to join NDI’s Customer Success Team. The NDI team is a high-performing small team united by a desire to change the world of video. Are you ready to join us on this exciting journey? The role We are seeking a thoughtful User Education and Support Specialist to join our Customer Success team. In this role, you will directly support and educate the end users and licensees of NDI technology, ensuring they can effectively use and maximize the benefits of NDI within their specific operational contexts. Your contributions will be critical in enabling users to navigate the complexities of NDI, enhancing their production workflows, and driving the adoption of NDI across various industries.

Key Responsibilities

As a User Education and Support Specialist, your responsibilities will include, but not be limited to:

Customized Educational Content Development

Craft and maintain educational materials tailored to the needs of end users and licensees, including step-by-step guides, tutorial videos, webinars, and FAQs. Focus on practical applications of NDI technology in real-world scenarios to facilitate understanding and adoption.

Responsive End User Support

Provide prompt, knowledgeable support to end users and licensees through multiple channels (email, video calls, and social media). Offer solutions to technical challenges, guide through setup and operation, and provide advice on optimizing NDI technology use.

Licensee Integration Assistance

Assist licensees with licensing questions and provide them with access to their License ID.

User Experience Monitoring

Regularly assess the user experience of end users and licensees with NDI technology, identifying areas for improvement in both technology and support.

Beta Testing Coordination

Help our Product team facilitate beta testing of new NDI features or updates with select users and licensees, gathering feedback to ensure reliability and user satisfaction before public releases.

Comprehensive User Guides and FAQs

Keep a well-organized repository of up-to-date documentation, including integration guides, FAQs, and troubleshooting tips, making it easily accessible to end users and licensees.

Feedback and Performance Reporting

Systematically collect and analyze user feedback and support interactions to identify trends, issues, and opportunities for product improvements. Prepare detailed reports to share with the development and marketing teams, informing future strategies and updates.

Feedback Loop Facilitation

Act as a key liaison between end users, licensees, and the product development team, ensuring user feedback directly informs product enhancements and development priorities.

Community Engagement

Engage actively with the NDI user and licensee community through forums, social media, and events. Encourage the exchange of ideas, solutions, and experiences among users to foster a supportive NDI community.

Collaborative Problem Solving

Work closely with Customer Success, R&D, product development, and other departments to address complex user challenges, ensuring a coordinated approach to problem resolution and user satisfaction.

Requirements

• You have Bachelor’s degree in computer science, Broadcast Engineering, Information Technology, or a related field. Relevant technical certifications (e.g., in network administration or video production technologies) are highly desirable.
• You have minimum of 2-3 years of experience in technical support, customer service, or a related role within the tech or broadcast industry, with a specific focus on networked media technologies.
• You have direct experience with NDI technology or similar network-based video production tools is strongly preferred.
• You have experience in creating and delivering educational content, such as tutorials, guides, and webinars.
• You have excellent communication and interpersonal skills, capable of building strong relationships with both internal teams and external stakeholders.
• You have proven ability to manage multiple projects and priorities in a fast-paced environment.

Benefits

It is true that we hold our diversity to be essential, it is something we constantly nourish and pay attention to, but it is not something we take for granted. We do not tolerate discrimination or harassment. We champion inclusion, and we value each other's stories, and we relish their telling.

The stories we tell are unique. We'd love to hear from you if you think the above fits you. 

Recruitment Process

1. Recruiter Screening

2. Team Interview

3. Code Test

4. Final Interview

Please be aware that we will send you a coding test