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SUMMARY: The Product Specialist engages customers and inspires them to see what's possible using Hippotizer media server technology. In addition, they build quality relationships with customers and end users providing best-in-class support, technical project consultation and training. The role plays a pivotal role in helping to optimize our product experience, closely collaborating with the internal Product team and Technical Services department to technically support, and communicate with, high-profile projects.
DUTIES AND RESPONSIBILITIES:
* Generate future opportunities by discovering the deeper needs of our customers to build lasting relationships.
* Helps drive a positive customer experience by providing technological solutions to customer project requirements.
* Provides 1st and 2nd line technical support using both our web-based support help desk and telecommunications services.
* Assists the Product Support Technicians, Engineers, and Developers in diagnosing and fixing complex problems.
* Works with Sales and Technical departments consulting on high profile projects.
* Proactively engages with key customers and identify insights and opportunities.
* Is a brand champion and communicates our company culture.
* Wider company collaboration with cross functional departments to deliver extensive product led directives (Including product, R&D, sales, and marketing teams)
QUALIFICATIONS:
* Minimum 3 years of pro AV experience required. (Live events, corporate, television or integrations)
* Evidenced experience in providing technical support or customer service.
* Knowledgeable of computer systems, video processing and pro AV products.
* Ability to diagnose and troubleshoot basic technical issues.
* Working as a member of a team in a fast-paced dynamic environment.
COMPANY VALUES:
* Deliver Legendary Service: It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
* Do the Right Thing, Always: Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
* Practice Blameless Problem-Solving: Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
* Contribute to Profit: We’re in business to deliver value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses.
* Honor Commitments: Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
* Embrace Change and Growth: What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change, and growth bring. Be flexible.
* Be Positive: You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy.
* Keep Things Fun: While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Sales and Business Development
* Industries
Entertainment Providers
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