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Senior Support Specialist

3 months ago

West Hollywood, United States Disguise Full time

**Senior Support Specialist - HK**

Support Tsuen Wan, New Territories Role: Senior Support Specialist Our vision is to be at the heart of every inspiring live experience in the world, by creating a powerful, collaborative environment where artists and technologists can bring their shared vision to life.

Department: Support

Level: Team member

Reports into: Regional Support Manager

WHY WERE HERE

With an established range of products, we are leading the market in building a software and hardware solution that designs, sequences and controls the most progressive live entertainment and experiences.

Over the last year our products have been placed at the heart of the Grammys; the Brit Awards; touring the world with U2, Beyonc and Lady Gaga; live events including Coachella and Glastonbury; theatre productions such as Frozen and Harry Potter; product launches for the likes of Nike and Apple; and a growing number of films and live TV broadcasts.

We are a fast growing company who hire bright, creative, talented individuals across the world to push the boundaries of visual experiences and build lasting relationships with our community.

We are delighted to have featured in the , listing Britains fastest growing tech companies.

below demonstrating just some of the incredible work from disguise.

WHY YOURE HERE

The Senior Support Specialist is a crucial role in the support team. You will be assisting users working on large scale shows using our equipment and software. At times you will be working to tight deadlines, troubleshooting issues that are time critical.

We want you to be a highly motivated and positive person looking to push yourself and the team to offer industry-leading levels of support.

We want you to be excited about technology and the live entertainment industry. Curious to thoroughly investigate, understand and troubleshoot issues.

We will invest in you and your ability to learn, pushing you to grow and expand in the role and the company. You will be surrounded by an experienced team that can help you develop and improve.

WHAT YOU ARE HERE TO DO

* Prioritise caseload to ensure the most critical cases are handled effectively

* Develop and maintain great relationships with key customers

* Take ownership of high priority cases and finding a solution

* Monitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of support

* Use your knowledge and experience in the industry to assist users

* Upskill members of the support team with your previous industry knowledge

* Help projects team with large scale productions, requiring specific features and integration

* Update and maintain internal documents

* Prioritise incoming support cases, escalating critical cases to management

* Where necessary, distribute cases to the rest of the team. Considering the specialist knowledge in the team.

* Where necessary support users and troubleshoot onsite

* Work with the Development & Quality Assurance teams, feeding back software and hardware issues.

* Assist the Sales/Support team with Demo setups and events/trade shows

* Deputise for regional manager where necessary, ensuring there is always sufficient support cover at all times.

* Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver.

* To participate in development meetings.

WHAT YOU NEED TO KNOW

Our Senior Support Specialists are expected to have the following skills and knowledge:

Essential

* Strong understanding and experience with disguise software and hardware

* Experience with Unreal Engine and other generative content tools (Notch, Unity) or 3d environments (C4d, Blender, 3Ds)

* Good understanding of video systems, including signal flow, cable/connector types, codecs, commonly used resolutions, refresh rates and colour sampling

* A passport and ability to travel is essential

* Experience in a client-facing role

* Mature, Collaborative, Responsible

* Self-motivated, proactive and highly organized

* A genuine interest in people: caring, supportive and lead by example

* Passionate about technology

* Ability to remain calm under pressure

* Excellent time keeping skills

Desirables

* A strong interest in 3D visualisation, projection systems.

* Experience with CRM tools such as SalesForce.

* Attention to detail with emphasis on logging processes and capturing data.

* Additional language skills

If youre interested in the role and joining us, please email your CV and cover letter to jobs@disguise.one , clearly stating Senior Support Specialist in the subject.

Location Tsuen Wan, New Territories