Technical Support Representative

SmallHD– Who are we?

SmallHD designs and manufactures cutting-edge display products for both the independent filmmaker and cinema industry. Our monitors are being used worldwide to consistently provide creative professionals with real-time confidence in their image. SmallHD products are known for their durability, premium display quality, and incredible user interface.

What will I be doing?

You will provide our customers with consultation, training, troubleshooting, and problem-solving to Creative Solutions customers both prior to and after a product purchase. This support extends to hardware, software and services developed by Creative Solutions: SmallHD, Teradek and Wooden Camera. You will work as a liaison between other departments and the end-user.

A typical day might include the following

• Prioritizing multiple concurrent tasks and adapting to different scenarios, requiring good communication skills with individuals of all levels.
• Providing technical support to customers through a thorough understanding of Creative Solutions products, related services and technology, and customer and industry workflows with special consideration to video production and set etiquette.
• Identifying and addressing complex usability problems which can involve Creative Solutions-manufactured products as well as third-party products and services.
• Implementing methodologies to improve first call/contact resolution.
• Working with the Sales and Marketing teams to help provide excellent pre-sales / product evaluation support, including educating customers about terminology, new and previously available product features and benefits in a timely manner.
• Building and maintaining positive relationships with existing customers to help generate repeat sales, issue resolutions and positive customer experience.
• Reviewing customer requests for returns/repairs; providing accurate information regarding product returns, concerns, requests and failures to internal groups within Creative Solutions.
• Identifying, documenting and escalating customer issues to appropriate internal team members.
• Performing ongoing testing on new and previously released products, firmware, and evaluation of all customer-facing documentation, as well as beta testing of products prior to release.
• Using metrics and reports to communicate trending issues to the rest of the company
• Attending meetings and sharing information with other departments
• Developing, providing and maintaining positive communication with vendors and customers for diagnosing and rectifying problems and the candidate possesses strong interpersonal communication skills..
• Performing other duties as requested by the supervisor.

Qualified candidates must have

• High School Diploma or Equivalent
• Skills and abilities necessary to fulfill technical support functions using CRM systems – troubleshooting.
• Strong interpersonal skills in order to work with both technical and non-technical customers at various levels in a variety of situations.
• Knowledge of consumer operating systems and equipment used in the entertainment industry.
• Passion for providing an excellent customer service experience paired with the personal drive to go the extra mile to ensure that customers are happy with the brand even if facing difficulties.
• Ability to adapt, be a creative problem solver and team player.
• Strong communication skills both in email and by phone.
• Familiar with the image workflow, formats of camera systems.
• Strong interpersonal and communication skills - verbal and written.
• Strong analytical and problem-solving skills, with an ability to assimilate, analyze and correlate large amounts of forensic data from various networks, operating systems, applications, and security devices, logs, and alerts.

Preferred qualifications:

• Bachelor’s Degree with emphasis in Film, Television Production or parallel field (set) experience preferred
• Experience with and/or strong interest in filmmaking, audio and video standards, technology and equipment.
• Familiarity with video and photo capture equipment especially in the cinema or broadcasting fields
• Familiarity with IP streaming workflows
• Customer or technical support experience.
• Knowledge of industry trends and new equipment on the market.
• Video film making, photography, on-set or studio experience a plus
• Passion for helping people and solving problems
• Xtuple, Zendesk, Salesforce, MS Office, G Suite, Slack experience helpful
• Familiarity with our Products/ brands: Teradek, SmallHD and Wooden Camera.

More important information for you

• This position is based in the Cary, NC office
• Reporting to Manager of Customer Experience
• This position full time

Why SmallHD?

• Great people, great work environment
• Health Insurance (incl.dental and vision)
• 401(k) Matching
• Unlimited PTO
• Employee Stock Program
• Company-sponsored Friday Lunch
• Fun events throughout the year
• A fast-growing company with room to grow