Technical Support Specialist

 

About Us
Ai-Media (AIM: ASX) was established in Australia in 2003 and has successfully expanded globally to become a leading provider of captioning, transcription, translation audio description services. Ai-Media is one of the largest captioning providers for the education, corporate, broadcast and government sector, with a growing footprint in global markets.

We have a global footprint, with employees located in the US, the UK, Canada, Australia, and Asia.

Ai-Media is proudly recognized and certified as an LGBT+ Business Enterprise, from Canada's LGBT+ Chamber of Commerce. The values held with this type of certification are values we foster across all regions in which we operate - North America, EMEA and Australia. We are proudly committed to fostering a team that represents an inclusive, diverse, barrier-free, and accessible environment. We believe that through diversity and inclusion, we achieve overall success. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please advise and we will work with you to meet your needs.

Together, let's make the world’s content accessible – to everyone!

$ads={1}

About the role

Are you looking for a dynamic opportunity with a fast-growing, ASX-listed, global company? Ai-Media (ASX:AIM) is currently on the hunt for a Technical Support Specialist - EEG who is eager to add value to a purpose driven company! The Technical Support Specialist-EEG would be working under the EEG entity which is under Ai-Media. EEG is a forward-looking video technology company with a focus on innovative cloud workflow products for closed captioning, accessibility, and metadata processing applications. This role can be done remotely and applicants from any state are welcome to apply.

Technical Support Specialist-EEG works on the front lines of the Technical Support team, and with other departments, to provide EEG customers with knowledgeable and friendly support interactions.

• Understand and respond patiently to customers with varying levels of product familiarity.
• Help with onboarding / initial setup of new customers.
• Take responsibility for responding to emails and phone calls within established timeframes to ensure technical support service levels are achieved.
• Responsible for reproducing / confirming product defects in a computer lab environment.
• Exhibit strong reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
• Help develop training programs and provide feedback on training and support documents to help customers learn best practices for using their products.
• Effectively building collaborative relationships with colleagues and business stakeholders.

About You

• College degree in computer or IT related field, or equivalent experience.
• Prior experience in a Customer Support/Customer Service role.
• Strong communication skills.
• A self-starter that is comfortable working autonomously.
• Exceptional verbal and written communication skills, comfortable working with a variety of stakeholders across the business and building strong relationships.
• Ability to keep cool under pressure, have exceptional attention to detail and a willingness to go above and beyond.
• Ability and desire to work paid on-call hours some evenings and weekend days.
• Positive attitude and an eagerness to learn from industry experts.

Essential technical skills

• Linux command line and server configuration.
• Computer Networking Products and Technologies including switches, routers, firewalls, IP multicast, RTP/UDP streaming media.
• Public Cloud Services, particularly AWS.

Desirable technical skills

• Industry experience in broadcasting, live video streaming, or live transcription is a plus.

What Ai-Media Offers You

• Genuine flexible working arrangements – flexible hours and WFH options
• Career Progression based on talent, not tenure, tailored Career Chats
• Access to a rewards platform that offers employees discounts and cash back on many retailers, access to fitness and health videos, recipes via HelloFresh, ability to recognize your coworkers and so much more
• Access to Course Catalogue and LinkedIn Learning
• Paid parental leave for eligible primary and secondary caregiver
• Employee Referral Program offering generous financial reward for referring top talent
• Employee Assistance Program (EAP)
• Quarterly & Annual Global Recognition Awards
• Ongoing Trimester Reviews to recognise achievements
• Global company with supportive team culture and inclusive working environment
• Modern office located close to public transport
• Chance to be involved as we grow our product suite and offer tech & human solutions to customers
• Competitive health insurance plan with monthly reimbursements of up to $600
• Retirement matching program
• 4 weeks vacation and 10 paid sick days annually

Job Type: Full-time

Salary: From $60,000.00 per year

Benefits:

• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: Remote

$ads={2}

 

.