Overview

　　Support webcast operations for APAC\AMESA\Europe sectors. Provide expert level support with a focus outside of the Americas. Event configuration, executive customer support and planning. Role includes building profiles for webcast customers, managing Zoom, Poly and additional video production systems. The candidate understands video conference call routing, end point management and control + L1 video engineering skills.

　　The role requires working with C-Level executives, their admins and communication staff, providing technical support and guidance, often under extreme pressure. Language and personal skills are critical to the job.

　　Responsibilities

　　Provide basic Webcast\Webinar supportUnderstand basic webcast publishing and broadcasting technologyAdminister broadcasting systems and servicesManage communications with communications and business partners to support webcastsProvide event metrics and reportingSupport Video Conference Room technologyUnderstanding of Zoom Video ConferencingBasic understanding of Teams video conference technologySupport conference room users & resolve technical and training issuesProvide event metrics and reportingAssist with resolving trouble tickets (executing actions)Provide technical & communication advice to customersUse interaction and incident system to log, assign and escalate tickets (executing actions)Assist with troubleshooting and restoring technical services and/or equipment issues (executing actions)Analyzes faults and systems using defined processes and tools (executing actions)

　　Qualifications

　　Mandatory Technical Sills

　　5+ years experience in customer support, video conferencing, video conference bridging, event switching and streaming technology. Knowledge of Mac & PC and strong PowerPoint skillsVideo Conferencing L2 SupportWebcast production supportAudio Video SupportZoom OperationsMS Office proficiencyPowerPoint ExpertiseVideo Streaming, editing and publishing.Mac Playback Pro or equivalentSharePoint site management

　　Mandatory Non-Technical Skills

　　Must have strong interpersonal and communication skills: communication with AV professionals, video service providers,and support for corporate communication leads & senior executive & their admins.Must be self-directed with independent problem-solving ability and strong documentation skills.Ability to work under urgent timelines, managing executive\webcast speakers, as well as supporting video conference systems and monitoring webcast\broadcast resultsPerforms well under pressureExperience working in a global environment with stakeholders across multiple geographies.Understanding basic call and data flow for video conferencing.Documentation: ability to document service processes to capture technical solutions and business processes.Flexible working hours: role can require early starts and run late for events outside of local time zones.Calm under pressure, Multitasking and communication skills to meet, plan and coordinate events with senior communications and business leaders.