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Vizrt Global Support Desk Specialist (many positions)

Vizrt creates leading-edge content production tools for the digital media industry – from award winning 3D graphics & maps through integrated video workflow solutions and online publishing tools. Leading broadcasters worldwide such as SVT, BBC, CNN Fox, TV4 and Network 10 utilize Vizrt solutions.

Due to expansion of "The Global Support Team"  to provide full support coverage 24 hours throughout our client(s) globally, we are looking for a Global Support Desk Manager with the roles & responsibilities state below:


Job Summary:

You will be working as a Vizrt Global Support Representative based in Bangkok, responsible for providing first level assistance and support to Vizrt’s customers globally, and assisting the Vizrt Commercial Support team on clerical matters. The position involves responding to support, isolating problems related to Vizrt systems, determining solutions, escalating and following up on support to the 2nd line support team as necessary, and keeping customers constantly updated on their support cases. You will be working on an 8-hour shift daily.

Primary responsibilities:

  • Maintain a high level of Vizrt support standards. and adhere to all support management principles and practices
  • Work on a 24/7 shift, 8 hours per day
  • Take ownership of support matters, and properly hand over open support cases to the next shift
  • Proactive when dealing with support issues
  • Log all calls on the call logging system and maintain full documentation
  • Escalate support cases to 2nd line Vizrt support team as necessary
  • Constantly follow up with customers throughout the whole support process
  • Obtain net promoter score feedback from customers on support provided
  • Assist the Vizrt Global Support Commercial team on a variety of tasks, ranging from verifying support calculations, following-up on renewing maintenance and invoices, sending out support renewal reminders, and assistance with extracting and analyzing customer support data


Skills Requirements:

  • Excellent written and verbal communications skills in English. Additional languages would be advantageous but are not a prerequisite
  • Relevant 1st line / Helpdesk support experience
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies
  • Basic understanding of PC hardware set-up and configuration
  • Excellent telephone manner communication skills
  • Degree in Information Technology or relevant field
  • Candidate must eligible to work in Thailand without employer sponsorship


About Vizrt

Vizrt is the worldwide market leader in the areas of real-time 3D graphics, studio automation, sports analysis and asset management tools for the broadcast industry. This includes interactive and virtual solutions, animations, maps, weather, video editing and compositing tools. Vizrt has customers in more than 100 countries worldwide including Washington Post, CNN, TF1, CBS, Vice, MSNBC, Fox, the BBC, BSkyB, ITN, TVNZ, Network TEN, Star TV, Network 18, TV Today, CCTV, NHK and the list keeps growing. This is possible due to 600 highly engaged and very competent employees in 40 offices around the world. The global headquarters is in Bergen, Norway.  Any more information about us you can find in our website 


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