.NewTek, the Emmy Award winning provider of innovative solutions for Graphics, Film and Television Production, recognizes that employees are at the core of its success. We recruit and retain highly qualified, motivated, and passionate individuals and provide them with an environment to grow, succeed, and share in the company's success. To strengthen our EMEA (Europe, Middle East and Africa) Customer Support team, we are seeking a dynamic Technical Support Engineer, NewTek based at one of our EMEA locations, preferably at our office in Madrid (Spain). In this exciting role,you will be a key member within the NewTek Customer Success organization and primarily communicate with our Partners and other internal teams to support our global customers. You will serve as a conduit for the NewTek International sales distribution channel, which can include personnel located in LATAM, EMEA or APAC regions.What You'll Do Provide information, guidance, and technical expertise to NewTek Partners, and internal team members.Work in partnership with NewTek Partners to resolve customer issues. May include written case review summaries for Partners to document.Ensure timely solution of problems to ensure customer satisfaction, eliminate downtime and prevent cost overruns while ensuring proper and timely escalation of tickets and critical issues.Manage personal goals and reporting metrics related to measurement of KPIs.Collect detailed information to categorize requests in order to determine method of resolution. May provide advice or direct the activities of NewTek Support Analysts to contribute to the overall performance of Support operations.Manage a daily caseload and maintain a standard SLA time frame, document cases via an online Support Ticketing System, analyze complex workflows and provide guidance where applicable, stage and recreate customer issues for reporting to R&D for resolution.Generate return merchandise authorizations numbers and corresponding fulfillment orders.Communicate with Territory Managers and the Key Accounts Team to devise solutions for End-Users.Contribute documentation to the NewTek Knowledge Base.Identify defect trends in products and software and report to Quality Assurance teams.Support certain Key Partners and Protek Customers as required by circumstances and solid judgment.What you bring Professional experience and technical skills: 4+ years' experience in technical roles in the live production and/or broadcasting industry. Linux/Windows administration skills desired.Excellent troubleshooting abilities with a passion for technology.Knowledge of networks and wireless technology (CompTIA A+, Network+, CCNA, ACE-A certifications preferred).Ability to regularly lift, bend, and reach for monitors, laptops, desktop PCs, servers, and related equipment.Personal skills: Dependable and able to work with minimal oversight.Willingness to occasionally work unsociable hours including being on-call nights, weekends, and holidays
