The successful candidate is a highly skilled, bilingual individual (Spanish) who will provide operational and technical product support to customers via the telephone and/or Internet (e.g., instant message, email) and onsite as required.

Responsibilities include the following:

• Assess nature of product or service issues and creatively resolve extremely technical or sophisticated support problems including issues with software, hardware and end users' knowledge. Analyze customers' graphics packages/animations, assess design flaws or inefficiencies, and recommend solutions.
• Maintain log of product issues and convey customer feedback to product development staff.
• Keeps technically abreast of all Chyron products and services, bug fixes, software releases, and troubleshooting methods.
• Identify and document product issues, enhancements, and requests through TFS and Product Management.
• Resolves or escalates customer issues questions within the established response standard.
• Generate problem reports in Bugzilla/TFS to coordinate with engineering and SQA to obtain quick resolutions for customer related issues.
• Create content for the knowledge base through accurate case documentation.
• Proactively communicates status reports and issues to manager, and customers.
• Maintains ownership of issues and follows through on all customer issues until those issues are properly closed.
• Ability to communicate complex technical issues to non-technical users.
• Assists with training sessions for clients and employees when necessary.
• Participating in after-hours and weekend support rotation.
• Travel to client sites as required.

Qualifications / Experience

• Minimum 3 years experience in broadcast graphics systems and technology, Chyron experience is a plus
• Must have knowledge of television production
• Second Language (Spanish) is highly desirable
• Experience with Adobe Photoshop and After Effects
• Knowledge in 3D Software a Plus
• Proficient with Windows operating systems, including 7/Vista/XP/2000, and Windows Server 2008/2008R2/2003

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