Technical / Web Support Consultant
(Engineer - Software)
Full Time / Regular
•Respond to requests for technical assistance in person, via phone, or electronically and diagnose and resolve technical hardware and software issues
•Provide user support and customer service on company-supported computer applications and platforms; troubleshoot problems and advise on the appropriate action.
•Monitor and respond quickly and effectively to requests received; Ability to identify and organize tickets according to priority and forward tickets to engineers and techs
•Answer customer inquiries via Zendesk & Chat box in the dashboard before, during and after events and for video on demand set up, configuration and technical issues etc.
•Identify deficiencies and escalates risk and proposes innovative solutions to address the issue/problem
•Validate the set-up process
•Identify any trending issues or bugs whilst using strong problem-solving skills to resolve or escalate the matter quickly and efficiently
•Provide management with knowledge and an analysis of any existing issues, areas of concern and broadcaster feedback