Position Overview:
Provide telephone and written support to our clients customers; resolving technical problems of varied complexity.
Manage the customer service relationship and defective product transactional requirements necessary to maintain customer satisfaction.
Maintain transaction quality, ensuring all customer interactions are accurately and promptly recorded.
Implement process improvements and related objectives necessary to provide the highest possible services as efficiently and reliably as possible.
Analyze non-functional equipment/ software to identify problem areas and recommend corrective action.
Assist customers with installation and troubleshooting.
Answer and follow-up customer problem(s) calls in an efficient and professional manner.
Follow-up may include duplicating basic problems, if necessary, in the lab requiring standard setup and working with more senior members of the support or engineering staff to resolve non-routine issues.
Maintain a record of all customer calls as required by the call tracking system.
Authorize product returns through established company policy and guidelines.
Provide documentation for customers related to service policies and return procedures.

Position Requirements:
Requires a technical certificate or degree or equivalent with a minimum of 6+ years of technical support experience in the high-tech industry, preferably within the Digital Video/ Broadcast Industry Storage Industry experience a plus.
Must have demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone and email.
Must demonstrate ability to communicate effectively in both written and oral forms with customers, other support and development engineers, and management.
Knowledge of digital video and audio broadcast concepts, techniques, and products, experience with products that transport, encode, compress, and/ or transcode audio and video media for the Broadcast Industry.
Working knowledge and/ or experience with audio/ video compression formats (DV, MPEG2, H. 264, Windows, Media).
Working knowledge/ experience of disc storage, including; NAS, SAN, SCSI, Fiber Channel, RAID, RAID groups, and volumes.
Networking knowledge/ experience with Ethernet, routers, switches, hubs, TCP/ IP, CIFS, and NFS.
Working knowledge/ experience with 3rd party broadcast products, including; Real Time Encoders (Snell & Wilcox, Tandberg), Non-Linear Editing Systems (Apple Final Cut Pro, Avid), Video Routing Switches (Leitch, Sony, Grass Valley), and Automation Systems (Sundance, Harris, Omnibus).
Strong communication skills, both verbal and written.
Must be able to develop and document technical and operational notes related to process and procedural changes and effectively communicate with end-customers and internally to Engineering and other functional areas when resolving customer problems and escalating cases.
Ability to work logically and methodically with customers under a variety of circumstances and pressures and understand and meet customer expectations is a fundamental requirement.

Additional Information:
As a TSE located in the Singapore office, you will be the in-region representative of a worldwide 24 x 7 Technical Assistance Center (TAC) virtually co-located team supporting our clients APAC-based customers.
Other members of the team are located in the US and will be working closely with and supporting your efforts.
You will also be working alongside the APAC Field Service Engineering (FSE) team who provide on-site support and detailed issue investigation/ analysis to the APAC customer base.
This position is targeted as an addition to the team supporting APAC customers and therefore the normal working hours will be a standard day shift schedule.
As part of our clients 24x7 Technical Assistance Center team, flexibility will be required and the successful candidate will be called upon to work variable shift patterns from time to time evenings, weekends, and on-call shifts are likely.