Support Engineer (Tier 2) - Weekend Support - Remote

Overview

Join the leader in live IP-video solutions for top broadcasters, sports organizations, public safety, and more. With over 5,000 customers in 150+ countries, LiveU is trusted to cover every major news and sports event, from the US Presidential Election campaign to the Summer and Winter Games.

In Short

• Field incoming requests/issues via omni-channel platform (phone, email, and chat).
• Take ownership of requests and support through resolution or escalation.
• Document requests/issues and related support activity.
• Identify priority escalation situations and manage them accordingly.
• Raise awareness of procedures that require modification and/or are missing.
• Collaborate across the company as needed to resolve requests/issues.
• Identify and report cases that could be addressed with self-service and/or automation.

Requirements

• Flexibility to work every Sunday, Saturday, some holidays and extra hours as needed. Four shifts a week- Mandatory
• Outstanding customer service skills.
• Prior experience handling customer requests/issues (service).
• Technologically proficient with software and hardware.
• Technical support experience desired but not mandatory.

Benefits

• None listed.