Stem Media is on the lookout for a dedicated and skilled Customer Support Engineer with a strong foundation in software, cloud computing technologies as well as some experience in the broadcast space. Work location would be in Australia, New Zealand or South East Asia. This role is crucial for providing our clients with technical support, resolving their issues efficiently, and ensuring their overall success and satisfaction. The role involves occasional domestic and international travel, offering support in a multicultural environment.
Key Responsibilities:
Technical Support: Offer immediate and effective technical support for clients, resolving issues related to our products and services.
Issue Resolution: Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients.
Client Satisfaction: Work to maintain high levels of client satisfaction, fostering long-term relationships.
Proactive Communication: Keep clients informed about the latest products, updates, and best practices to optimize their use of our solutions.
Feedback Collection: Actively gather and analyze client feedback to drive continuous improvement in our product and service offerings.
Knowledge Sharing: Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content.
Collaboration with Product Teams: Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements.
Customer Training: Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage.
Retention and Loyalty: Implement strategies to enhance customer loyalty and prevent churn.
Presales activities: Participation in technical discussions and demonstrations of the product for potential customers.
Ownership of the APAC support tickets and feature requests: Creating dashboards and overviews of the current state of the outstanding customer topics.
Core Competencies:
Problem-Solving Skills: Ability to quickly diagnose and resolve complex technical issues.
Customer-Centric Mindset: Passion for delivering exceptional customer service and support.
Broadcast experience: An understanding of broadcast and production workflows
Technical Proficiency: Strong technical background in onpremise and cloud computing (AWS, Azure, GCP), and networking principles.
Effective Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
Adaptability: Flexible and adaptable to meet the evolving needs of customers and the organization.
Team Collaboration: Ability to work collaboratively with cross-functional teams, sharing insights and feedback to improve products and services.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field.
Understanding of broadcast workflows and technology.
Experience in a customer facing role, preferably supporting cloud-based applications.
Deep understanding of cloud technologies, software systems and networking.
Strong troubleshooting skills, with a methodical approach to problem-solving.
Experience with customer support tools and systems.
Ability to work flexibly in a dynamic, fast-paced environment.
Relevant certifications (e.g., AWS, Cisco, Linux) are highly regarded.
Additional Requirements:
Willingness to travel for client support and team meetings as required.
Key Responsibilities:
Technical Support: Offer immediate and effective technical support for clients, resolving issues related to our products and services.
Issue Resolution: Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients.
Client Satisfaction: Work to maintain high levels of client satisfaction, fostering long-term relationships.
Proactive Communication: Keep clients informed about the latest products, updates, and best practices to optimize their use of our solutions.
Feedback Collection: Actively gather and analyze client feedback to drive continuous improvement in our product and service offerings.
Knowledge Sharing: Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content.
Collaboration with Product Teams: Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements.
Customer Training: Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage.
Retention and Loyalty: Implement strategies to enhance customer loyalty and prevent churn.
Presales activities: Participation in technical discussions and demonstrations of the product for potential customers.
Ownership of the APAC support tickets and feature requests: Creating dashboards and overviews of the current state of the outstanding customer topics.
Core Competencies:
Problem-Solving Skills: Ability to quickly diagnose and resolve complex technical issues.
Customer-Centric Mindset: Passion for delivering exceptional customer service and support.
Broadcast experience: An understanding of broadcast and production workflows
Technical Proficiency: Strong technical background in onpremise and cloud computing (AWS, Azure, GCP), and networking principles.
Effective Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
Adaptability: Flexible and adaptable to meet the evolving needs of customers and the organization.
Team Collaboration: Ability to work collaboratively with cross-functional teams, sharing insights and feedback to improve products and services.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field.
Understanding of broadcast workflows and technology.
Experience in a customer facing role, preferably supporting cloud-based applications.
Deep understanding of cloud technologies, software systems and networking.
Strong troubleshooting skills, with a methodical approach to problem-solving.
Experience with customer support tools and systems.
Ability to work flexibly in a dynamic, fast-paced environment.
Relevant certifications (e.g., AWS, Cisco, Linux) are highly regarded.
Additional Requirements:
Willingness to travel for client support and team meetings as required.
