Technical Field Operative and Back End Technical Support
The Level III Field Operative may be virtually deployed to manage and drive resolution of escalated customer issues and is routinely called upon to assist support analysts in complex troubleshooting efforts.
Demonstrates top-tier technical troubleshooting to resolve escalated customers’ problems
Develop and effectively apply technical expertise to assist customers in the intended and proper use of RED and other cinema products
Support and drive service level attainment to departmental standards
Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards
Understand and follow company and departmental guidelines and policies for customer interaction
Conduct product demonstrations, workshops and trainings at rental houses and educational institutions.
Manage customer interactions.
Ability to respond to and remediate critical technical situations both remotely and with some onsite travel required
Electronic Engineer or Trained Camera Operator with basic understanding of digital camera systems
Possesses and ability to manage own time to department and team standards and expectations
Understands and appropriately balances and prioritizes work efforts to operational needs
An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures
Plan and self-manage work efforts
Obtain relevant diagnostic information and apply to issue analysis and resolution efforts
Deliver salient information and complete solutions with confidence
Is recognized and highly-regarded as a subject matter expert across the organization and among peers cross-functionally