Job Description

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 support
• Understand basic webcast publishing and broadcasting technology
• Administer broadcasting systems and services
• Manage communications with communications and business partners to support webcasts
• Provide event metrics and reporting
• Support Video Conference Room technology
• Understanding of Zoom Video Conferencing
• Basic understanding of Teams video conference technology
• Support conference room users & resolve technical and training issues
• Provide event metrics and reporting
• Assist with resolving trouble tickets (executing actions)
• Provide technical & communication advice to customers
• Use 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 skills
• Video Conferencing L2 Support
• Webcast production support
• Audio Video Support
• Zoom Operations
• MS Office proficiency
• PowerPoint Expertise
• Video Streaming, editing and publishing.
• Mac Playback Pro or equivalent
• SharePoint 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 results
• Performs well under pressure
• Experience 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.