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 all levels of Webcast\\Webinar support
• Understand webcast publishing, broadcasting technology as well as post event video editing
• Use Mac Playback Pro for video stream sharing in Webinars
• Manage & Administer broadcasting systems and services
• Work with webcast system & network team to resolve and optimize global streaming services
• Manage complex communications with senior leadership & communication teams
• Provide event metrics and reporting
• Utilize event metrics to drive continual service improvements
• Assist with resolving trouble tickets (executing actions)
• Provide technical & communication advice to customers (providing consultation)
• 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 Skills

• 5+ yrs 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+ Engineering
• Webcast production support & event consulting
• Audio Video Production
• Zoom Operations
• MS Office proficiency
• PowerPoint Expertise
• Video Streaming, editing, and publishing
• Mac Playback Pro
• Adobe Premier Editing
• SharePoint site management

Mandatory Non-Technical Skills

• Must have strong interpersonal and communication skills: communication with AV professionals, video service providers,
• corporate communication leads & senior executive & their admins, as well as executive leadership.
• Must be self-directed with independent problem-solving ability and advanced 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.
• Focus on continual service improvement to the service, using metrics to drive ongoing improvements to the solution.
• Understanding of call and data flow for video conferencing including call control, event venue sites, audio controls, endpoint management, bridging.
• 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.