Head of Technical Support

hace 2 semanas

Barcelona, Barcelona, España Virtual Producer A tiempo completo
Job Title: Head of Technical Support

Disguise is seeking a highly skilled and experienced Head of Technical Support to join our team. As a key member of our Americas team, you will be responsible for leading our technical support team and providing exceptional customer service to our clients.

Key Responsibilities:

  • Lead and motivate the technical support team to deliver consistent and effective customer support
  • Prioritize caseload and actively provide support to our customers
  • Develop and maintain great relationships with key customers
  • Work closely with large scale projects from inception to delivery
  • Programming disguise demo projects
  • Create and use intellectual capital to solve diverse client issues in an innovative way
  • Propose the disguise product to solve business challenges faced by our customers
  • Produce system schematics and 3rd party solutions documentation
  • Ability to problem solve technical issues and provide 1st level support on not only Disguise products, but also peripheral equipment

Requirements:

  • Minimum 5 years media server experience with at least 3 years experience with disguise hardware
  • Personable and a team player, who is able to work under their own initiative
  • Comfortable in both a technical dialogue and commercial setting
  • Proven knowledge of large event management and projects with multiple stakeholders
  • Proven project management skills
  • Exceptional time management, organisational and analytical skills
  • Organised, diligent and reliable ability to collate and share data across departments and team

Benefits:

  • Unlimited Paid Time Off – with minimum time you must take set at 20% above statutory
  • Gig Allowance – £400 or local equivalent to spend on tickets every year, to immerse yourself in our industries
  • Flexible hours – some people start work at 10am, and others begin at 7am and finish earlier. Create a pattern that works for your team and for you.
  • Hybrid working between home and our offices (dependent on role and location)
  • Long Service Awards (3, 5, 10+ years)
  • Belonging policies – including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
  • Mental health and wellbeing support – subscription to the Calm app, weekly desk-yoga, mental health first-aid buddies, Employee Assistance Programmes
  • Training, coaching & mentoring
  • Health and pension benefits vary based on local requirements

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