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Product Support Specialist

3 months ago

Pitt Meadows, Canada Wisi Full time

At WISI America, we have spent almost 100 years focused on implementing the most innovative and reliable technology solutions; providing carrier-grade video delivery solutions with a world-class user experience to video operators around the globe.

We are looking for a** Full-time Product Support Specialist **to work with users of our award-winning carrier grade IP video products. Our customers deliver IPTV, cable and multi-screen television services.
**This is a hybrid position and must be physically in the office on Mondays, Tuesdays & Thursdays.**

We offer a competitive salary and benefits package and have some awesome perks in our beautiful office space. The company is located in Pitt Meadows, BC a suburb of Metro Vancouver. We are in a gorgeous location near walking and biking trails, away from the hustle and bustle of the city.

We are proud to have been certified as a Great Place To Work after a thorough and independent analysis conducted by the Great Place To Work Institute Canada for the 6th consecutive year. We are also on the 2023 list of Best Workplaces in Canada.

**About the role**:
**Responsibilities**:

- **Front-Line Support**:

- **Customer Interaction**:

- Work closely with customers to answer questions and resolve issues; escalate to senior specialists, when necessary, by collecting and providing detailed information.
- **Issue Reproduction**:

- Recreate issues in a reproducible manner, document them, and walk customers through implementing solutions.
- **Ticket System Management**:

- Use our online ticket system to prioritize issues reported by customers and manage a personal queue of issues, ensuring successful resolution and keeping customers and stakeholders informed.
- **Product Improvement Communication**:

- Share experiences gained from working with customers with product management and development teams to define and test product improvements.
- **Collaboration**:

- Work closely with sales, production, and software development teams to ensure complete customer satisfaction.
- Liaise with marketing to contribute to the development of onboarding materials and “tips and tricks” videos, leveraging technical expertise to enhance user experience and knowledge sharing
- **Support Coverage**:

- Coordinate with the support team to provide technical and sales support from 5:00 AM to 5:00 PM Pacific time, ensuring consistent coverage during these hours. Participate in a rotation for out-of-hours emergency on-call support as needed.

**You**:

- **Strong communication & active listening**
- Strong verbal and written communication skills to convey information clearly and effectively. Adapting your style to different audiences and ensuring clarity.
- Escalate to senior specialists, when necessary, by collecting and providing detailed information.
- **Customer Oriented**
- Understanding, and responding to customers' needs and concerns. Maintain a customer-oriented approach by clearly documenting all interactions and solutions.
- Demonstrate patience by remaining calm, courteous, and professional, even when interacting with challenging or upset customers.
- Show adaptability by adjusting to different customer personalities, and proactivity by anticipating customer needs and offering additional help.
- Walk customers through a series of actions to resolve a problem.
- **Problem Solving**
- Systematically investigating problems to determine their root causes, developing practical solutions, and implementing corrective actions to prevent recurrence.
- Demonstrating strong analytical skills to break down complex problems into manageable components, identifying patterns, and understanding underlying issues.
- Investigate and/or recreate issues in a reproducible manner, document issues in detail and steps taken to reproduce them
- **Attention to detail**
- Accurately diagnosing and resolving technical issues requires thoroughness and precision, along with a commitment to providing exceptional, carrier-grade support. Enjoy using scientific methods to troubleshoot problems.
- **Flexibility**
- Self-disciplined with the ability to manage multiple cases, effectively prioritize tasks, and escalate issues when necessary.
- Move between projects and items seamlessly
- **Continuous Learning**:

- Eager to learn and grow with the team, taking on increasingly challenging problems related to products, networks, and technology.

**Required Skills**:

- Technical degree or diploma, or equivalent experience.
- 3-5 years in a product or technical support role, potentially in various support roles in IT.
- Experience in team-based solution efforts.
- Knowledge of MPEG-2, MPEG-4 AVC, H.264 and HEVC Codecs, video transcoding and encoding, MPEG-2 Transport Stream, video streaming, ABR, HLS, MPEG-DASH, HFC Cable Plants, RF and Optical Networks.
- Working knowledge of IP video, Cable TV, CMTS, cable modem, DSLAM, DSL, or FTTH.
- Proficiency with TCP/IP network environments and Linux CLI.
- Familiarity with Wind