Support Specialist

Customer Excellence -Support specialist (Tsuen Wan, Hong Kong )

Role: Support specialist

Location: Tsuen Wan, Hong Kong

Department: Customer Excellence

Reports to: Head of Support, APAC

ABOUT THE ROLE

The Support specialist is a crucial role in the customer excellence department. The customer excellence team focuses on providing the best customer interactions throughout the disguise journey. You will be assisting users working on shows using our hardware and software. 

Our customers are industry leaders  who are producing the most interesting, groundbreaking visual experiences. At times you will be working to tight deadlines and troubleshooting issues that are time critical. 

You will be exposed to the full breadth of technology needed to create a successful show (inc and not limited to stage projection, xR workflows, and disguise software). We want you to be a highly motivated and positive person looking to push yourself and the team to offer industry-leading levels of support.

We will invest in you and your ability to learn, pushing you to grow and expand in the role and the company. You will be surrounded by an experienced team that can help you develop and improve. disguise is passionate about providing industry-leading support services across the world.

WHAT YOU WILL DO

• Weekday(Daily) tasks:
• Monitor and respond to incoming email and phone inquiries, ensuring we are delivering the highest level of support
• Interact with disguisers and clients through various methods to aid in support for all disguise product range
• Prioritise incoming support cases, escalating critical cases
• Own high priority customer cases and communicate with the customer to resolve issues
• Continually learn and expand your knowledge in areas that you are passionate about and improve the level of support you can deliver, as well as assisting members of the support team
• Write and share knowledge via customer focussed knowledge base articles
• Weekend tasks:
• Provide weekend support coverage once every 6-8 weeks (performing the same duties as on weekdays), with 2 consecutive days off provided during the following weekdays. 

• Association tasks:
• Work with the Development & Q&A teams - feedback and logging of software and hardware issues
• Assist the other department team with Demo setups and events/trade shows
• Server prep for Sales / Demos / Issue Re-productions
• Onsite Support Tasks:
• Aid other Support technicians with on-site support visits
• Help projects team with large scale productions, requiring specific features and integration 

EXPERIENCE

• Hard Skills:
• Commercial experience with at least ONE third party integration used for advanced Camera tracking systems such as  MOSYS, Stype, NCAM
• Commercial experience of networking
• An understanding of 3D workflows, such as Blender or equivalent modeling programs (3d modeling and uv mapping)
• Commercial experience with video systems for entertainment, including signal flow, cable/connector types, codecs, commonly used resolutions, refresh rates and colour sampling
• Commercial experience with at least ONE media server (disguise, Pixera, Watchout, Hippotizer etc…) 
• Experience with ONE of the following industries; Music, Live Events, Theatre, Corporate Events, Installation (Museums, Exhibitions etc…)
• Soft Skills:
• Experience providing technical support
• Experience troubleshooting 
• Experience in a client facing role

BEHAVIOURS & VALUES

• Excellent spoken and written English skills and region’s native language
• A full understanding of the region's culture
• Ability to travel if required
• Flexibility with working hours
• You will have excellent attention to detail, to enable you to log processes and capture data accurately
• You will have clear communication, both verbal and written, to interact with both customers and the internal teams at disguise 
• You will enjoy problem solving with a curious and inquisitive mind, to investigate a technical issue and get to the heart of the problem
• You will be collaborative, working with the support team to resolve complex issues, as well as knowledge share
• You will have the ability to remain calm under pressure when dealing with complex time critical issues
• You will have the resilience to keep experimenting
• You will be a self motivated person, able to manage changing priorities and work with a global customer base 
• You will have a zest for learning and knowledge, learning yourself as well as teaching others
• You will strive to continue developing processes and procedures to help continuously improve the department

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.

We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment. 

Don’t Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere. 

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency. 
• Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
• Resilience. We don’t give up until we find the right solution, even if it means going outside our remit.
• Belong.  We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies -  including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring