Technical Support Associate (Job Req #2024-126)

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

The Technical Support Specialist is responsible to provide phone-based technical support as well as onsite support on a as needed basis for Ross Video products, assists customers in resolving issues by providing solutions to technical and service problems and provides the “Superior Customer Experience” through effective handling of customer issues or concerns.

Who you report to:  Technical Support Team Lead

What we offer: 

Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.   

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events! 

Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.  

What the job is all about:

Provides effective customer service by handling technical support enquiries and following documentation policies.

Answers technical inquiries, ensures proper escalation procedures are followed and provides pricing information regarding Ross products, as required.

Will be an active member of the on-call rotation for emergency services (24 hours a day) as well as the 12pm to 8pm rotation.

Expedites the return of service spares from the field. (RMAs)

Performs other related duties as required.

Who you are:

• Technical diploma in Computers, IT, Broadcast or Electrical fields
• Additional education and computer courses are strong assets.
• Must be fluent in the English language (read, write, speak).
• Fluency in French, Spanish and/or Portuguese languages are also considered to be an asset
• Well-organized, very detail oriented, and able to multi-task
• Approachable and excellent communication skills
• High initiative and well developed analytical skills
• Able to work in a reactive environment
• Must be driven, resourceful, and motivated. (a self-starter)
• Must be able to work effectively with a team as well as independently
• Excellent trouble shooting and debugging skills
• High level of customer service experience
• Experience as a technical support specialist
• Knowledge of MS Word and Excel 
• Knowledge of Sales Force or similar CRM system is an asset
• Valid Driver’s License and access to a vehicle

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Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross!  We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.