Technical Support Specialist - EMEA in Reading

At Ross Video, you’ll be part of a team energized by innovation, building the cutting-edge technology that powers the world’s most watched live productions and events. Our products are designed to be intuitive, reliable, and to deliver exceptional results—because our customers’ success is everything to us. If you’ve ever watched live television, breaking news, major sports, or a Hollywood award show, you’ve seen our technology in action. Join us behind the scenes and help make unforgettable live moments possible.

You will deliver expert assistance for Ross Video products both remotely and onsite. Support is provided via remote sessions, ticketing platforms, and phone calls as required. Your primary focus will be to help customers resolve technical and service-related challenges, ensuring each interaction results in a superior customer experience. By effectively addressing customer concerns and troubleshooting issues, you play a key role in empowering our clients to achieve their goals. You will collaborate with a diverse range of customers, contributing to their success and helping them make a meaningful impact on their audiences.

Responsibilities

• Assist customers with technical setup questions, troubleshooting efforts, and product-specific solutions
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Empower customers to get the most from their products and solutions
• Ensure proper recording and closure of all issues through a tracking system
• Prepare accurate and timely reports, as needed
• Document knowledge in the form of knowledge base technical notes and articles

Qualifications

• Technical background and knowledge of broadcast systems
• Customer service experience in a technical support environment
• Must be proficient in the English language (read, write, speak)
• Excellent troubleshooting and debugging skills
• Well-organized, detail-oriented, and able to work on multiple projects
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Keen attention to detail with accurate record keeping
• High initiative and well-developed analytical skills
• Must be able to work with a team as well as independently
• Additional education and computer courses are strong assets
• Prior knowledge of Salesforce or similar CRM systems will be an asset
• Prior knowledge of Zendesk or other ticketing systems will be an asset
• SMPTE 2110 knowledge
• Multilingual capabilities

What We Offer

Ross provides competitive compensation, comprehensive benefits, and the flexibility you need to do your best work, including flexible hours, generous paid time off, and a wellness allowance. You’ll also have the opportunity to share in our success through our employee share ownership program and grow your career with ongoing learning and development support. We value connection and collaboration, with plenty of events and opportunities to build relationships across the company. Most importantly, you’ll be part of a team that’s passionate about what we do and how we do it.

Notes

• Use of Artificial Intelligence in Hiring: Ross uses a secure, closed AI system to support recruitment. Your information is protected and used only to help us efficiently identify qualified candidates. We encourage all applicants to apply, even if you do not meet every requirement - if you bring relevant skills, enthusiasm and a willingness to learn, we want to hear from you.
• Inclusive Environment: We want you to bring your authentic self to work, regardless of race, color, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. Inclusivity drives innovation and creativity, and that’s something we’re passionate about! If you require accommodations throughout any stage of the recruitment, assessment, and selection process, please contact our Talent Acquisition team at [email protected], and we will make all reasonable efforts to accommodate your request.