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　　ABOUT THE ROLE

　　We are presently looking for a Customer Support Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customer's business and engineering teams to drive successful delivery of customer implementations across Video, Sport and Audio products and proactively ensure the ongoing success of customer accounts.

　　ROLE RESPONSIBILITIES

　　Serve as the primary contact and provide first-level support for clients.

　　Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed

　　Logs and tracks calls using Salesforce tracking software and maintain historical records and related problem documentation.

　　Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.

　　Develop a strong understanding of the business and relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.

　　Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.

　　Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.

　　Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks)

　　Generate monthly reports of customer product usage as required

　　Support CX team on projects and initiatives from time to time

　　Monitor and modify customer delivery profiles as required

　　Participation in customer calls as required

　　QUALIFICATIONS & SKILLS

　　Diploma or Bachelor’s degree in a technical discipline or 2 - 4 years experience in a customer-facing role.

　　Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.

　　Strong interest in sports and entertainment both domestically in Korea and globally

　　Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.

　　Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.

　　Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.

　　Ability to organize, schedule and complete multiple tasks concurrently.

　　Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.

　　Experience with custom software applications

　　Strong Korean and English language skills, written and verbal.

　　#LI-LV1