Epiphan Video

Technical Customer Support Representative

Desktop Support in Ottawa, ON

Posted 2020-01-13

Epiphan Video (www.epiphan.com) is a small, nimble company creating world-class, award-winning audio visual solutions to capture, scale, mix, encode, stream, record and play high resolution video including 4K UHD. Our customers include companies that specialize in live event production, education, healthcare, worship, manufacturing, usability, collaboration, security and transportation. Epiphan’s field-proven product line includes live video production and video streaming systems, external USB-based video grabbers for capturing video and graphics from DVI, HDMI™, SDI and VGA sources and internal video capture cards. Our products are designed in North America and backed by rock-solid technical support. At Epiphan, we provide the opportunity to develop leading edge technology in an entrepreneurial work environment that fosters creativity and collaboration. It’s a fun and interesting place to work with lots of projects and plenty to learn.

As part of Epiphan’s Technical Customer Support team, you will need to quickly become an expert on our entire product line as well as third party software, hardware and video technologies that are often used along with our products. You will then need to be able to assist our customers, business partners, and sales team with any technical support inquiries they may have. You’ll also have the opportunity to contribute to our video production team by operating equipment and services related to their productions.

Responsibilities include:

Assist customers with any technical support issue related to our products and services
Answer pre-sales inquiries regarding product uses and capabilities
Research, test, and resolve unique technical issues related to Epiphan equipment in conjunction with 3rd party software or hardware
Lab testing of new software and hardware
Provide technical training to our sales team, customers, and business partners
Assisting with video production including audio, video, lighting, and networking setup, as well as live streaming and recording of video (training will be provided)
Work with Development and R&D team members to identify and provide reliable solutions to customer queries.
Experience & Qualifications:

Technology or video related degree or diploma, or equivalent work experience
2+ years of experience in a Technical Customer Support or Video Production role
Excellent English language verbal and written communication skills is mandatory
Demonstrated ability working with computing hardware & software
Excellent troubleshooting and problem resolution skills
Positive attitude and patience when dealing with customers who have varying levels of technical ability
Experience working with video encoding/streaming, networking, and professional AV products is a strong asset
Demonstrated ability to work both independently within a fast-paced work environment involving frequent interaction with many other groups/departments
A strong interest to achieve a deep understanding of our products and technologies as well as their practical applications in real-world environments.
If you live in the Ottawa area and think you have the skills to be able to work as a key member of our team, we look forward to hearing from you!

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