Summary of Position

As part of the Global Customer Success Support team, the Support Engineer is responsible for handling all inbound cases raised by Vizrt customers across the globe. Using technical expertise and product knowledge, the Support Engineer works in partnership with Vizrt customers to ensure timely, high-quality resolutions.

Summary of responsibilities

A Global Support Engineer will:

• Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal.
• Prioritize case workload according to the Global Support priority process.
• Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication.
• Escalate cases to the appropriate departments when necessary (e.g., Professional Services).
• Take ownership of individual performance to achieve KPI targets.
• Ad...