Technical Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Collaborate with Product, Engineering, and Customer Success teams to identify and resolve root causes of recurring issues.

• Assist with major feature launches through training, quality assurance, documentation, and internal communication efforts.

• Analyze support data to provide insights that guide product enhancements and customer success strategies.

• Monitor and maintain essential KPIs such as Customer Satisfaction (CSAT), Service Level Agreement (SLA) compliance, resolution times, and ticket backlog.

• Develop and improve escalation protocols, workflows, and knowledge management systems to ensure consistent quality at scale.

• Work closely with the team to enhance processes and utilize tools for improved efficiency and effectiveness.

• Mentor, train, and coach the Support team to cultivate a high-performing, customer-centric environment.

• Respond promptly to customer inquiries, diagnosing and resolving issues effectively.

• Lead debugging sessions during live calls and replicate client issues across various applications and environments.

• Support all efforts to guarantee long-term success for our customers.

⛳️ Requirements

• Over 7 years of experience in a technical support role within the media and entertainment sector.

• Passionate about workflows and skilled in navigating the complexities of Post Production, Media lifecycles, and VFX.

• Exceptional communication skills with proficiency in English, both written and spoken.

• A customer-first mindset, always prioritizing the client's needs.

• Enthusiastic about teaching and eager to learn.

• Adaptable and flexible, capable of adjusting to new challenges and evolving company dynamics.

• Aiming to make an impact and contribute to shaping the company culture and product.

• Seeking more than just "another job."

• Preferred: experience in broadcast or post-production environments.

• Preferred: familiarity with tools such as Adobe CC, Davinci Resolve, Cinema 4D, and Nuke.

🏝️ Benefits

• Top-tier health and dental coverage.

• Hybrid work model that balances in-office and remote work to enhance collaboration and flexibility.

• Unlimited paid time off.

• Wellness and fitness stipend.

• Taco Tuesday every Tuesday*****Note: Some positions, such as internships, may not qualify for specific benefits.