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Vizrt Global Support Desk Manager

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:

Supervise, manage and develop Vizrt Global Support First Line Response Team based in Bangkok
Maintain a high customer satisfaction rate by ensuring that support response times levels are adhered to, customers are constantly kept updated, and appropriate follow ups are made internally for support resolution
Assist the Vizrt Global Support Commercial team on analysis, follow ups and clerical tasks

Primary responsibilities:

  • Manage, develop and evaluate the support first line response team
  • Train and support help desk representatives
  • Set specific customer service standards
  • Meet and exceed Vizrt’s Net Promoter Score (NPS) KPIs for support
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Manage team’s schedule to cover 24x7 global support
  • Establish best practices and standard operating procedures through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams
  • 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
  • Provide regular reports on support renewal progress to management
  • Provide and maintain accurate records and documentation on all transactions and contracts

Skills Requirements:

  • Proven work experience as a Help desk manager
  • Hands on experience with help desk and remote assistance software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills in English. Additional languages would be advantageous but are not a prerequisite
  • Team management skills
  • Degree in Computer Science, 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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