Company: Arkaos S.A, an InMusic Brands company
Location: Mechelen, Belgium, hybrid working available, fully remote considered
Basis: Full time, employee or contracted
About Arkaos: Arkaos is a leading provider of innovative software and hardware solutions for live visual performances, events, and installations. Our technologies empower artists, DJs, VJs, and lighting designers worldwide to create stunning visual experiences. With a commitment to excellence and a passion for pushing boundaries, Arkaos continues to redefine the landscape of live entertainment.
Position Overview: We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Representative. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for providing exceptional service to our clients. As a vital member of the customer support team, you will play a key role in ensuring our customers receive prompt assistance and resolution to their inquiries and technical issues.
Responsibilities:
- Serve as the primary point of contact for customers seeking assistance via support portal, phone, email and social media.
- Provide timely and accurate responses to customer inquiries regarding product features, functionalities, troubleshooting, and usage.
- Guide customers through technical support processes, including installation, licensing, setup, and configuration of Arkaos software and hardware products.
- Diagnose and troubleshoot technical issues, escalating complex problems when necessary.
- Troubleshoot and upgrade Arkaos video servers and other hardware products (for local or hybrid working).
- Document customer interactions, issues, and resolutions in the support ticketing system to maintain accurate records and facilitate knowledge sharing.
- Collaborate with internal teams, including software developers and product managers, to communicate customer feedback and contribute to product improvements.
- Stay current on product updates, new releases, and industry trends to effectively assist customers and provide valuable insights.
- Contribute to the development of support resources such as knowledge base articles, tutorials, and FAQs to empower customers with self-service options.
Qualifications:
- High standard of spoken and written technical English.
- Strong interpersonal skills and the ability to communicate effectively with customers of varying technical backgrounds.
- Excellent problem-solving skills with a methodical approach to troubleshooting technical issues.
- Fast to learn new systems, technologies and concepts.
- Proficiency in using support ticketing systems, CRM software, and other customer support tools.
Beneficial Experience:
- Previous experience in a customer support or technical support role, preferably in the software, technology or show industries.
- Multi-lingual.
- Familiarity with Arkaos MediaMaster and the show industry (such as live, production, TV and/or venue-based entertainment).
- Familiarity with other multimedia software and audiovisual technologies is a plus.
- Familiarity with lighting protocols including DMX, Artnet, sACN and Klingnet.
- Familiarity with lighting consoles such as MagicQ, GrandMA, Avolites and Onyx.
- Basic hardware skills such as building and configuring a PC.
If you’re interested please send your CV/Resume to jobs[at]arkaos[dot]net
