What are the responsibilities and job description for the Global Technical Support Specialist position at Barco Inc.?
Company: BARCO
GLOBAL TECHNICAL SUPPORT SPECIALIST
As a key member of the Barco Global Support Center, this role ensures uninterrupted Cinema Support by delivering expert-level technical assistance for both hardware and software systems. Operating in a 24/7 support environment, including weekends and holidays, the specialist resolves complex issues, maintains high customer satisfaction, and contributes to continuous product and process improvements.
MAIN ACCOUNTABILITIES
24/7 Global Support
- Participate in on-call rotations efforts to ensure 24/7 support coverage – including weekends and holidays. (Required)
Technical Support & Diagnostics
- Provide expert-level technical support for Cinema products, including hardware and software troubleshooting.
- Perform extensive phone diagnostics and resolve complex technical issues independently.
- Investigate and resolve product-related issues such as data discrepancies, system errors, and hardware failures.
- Prioritize tasks effectively in a fast-paced, “show must go on” environment.
Customer Communication & Satisfaction
- Maintain high customer satisfaction through professional communication via phone, email, and service tools.
- Provide timely updates to service requesters, including corrective actions and estimated resolution times.
- Conduct occasional customer visits to assess satisfaction and promote product improvements.
Operational & Process Support
- Process RMAs and orders, ensuring follow-up aligns with service level agreements.
- Log all service activities accurately and promptly in the CRM system.
- Escalate unresolved issues to R&D and contribute to maintaining clear documentation.
Continuous Improvement
- Report discrepancies from partners and customers to management for feedback and improvement.
- Actively participate in process and product enhancement initiatives.
- Collaborate with Sales, Product Management, and Engineering teams to provide technical insights and customer feedback.
- Contribute to knowledge base articles to improve support efficiency and reduce repeat inquiries.
Monitoring & Reporting
- Monitor system performance and proactively identify potential issues before they impact customer operations.
- Generate regular reports on support metrics, trends, and recurring issues to inform product and service improvements.
Audio Specialty (Preferred)
- Troubleshoot sound issues during showtime performances.
- Set up, test, and operate sound equipment for internal lab and occasional customer installations.
- Provide support to other team members for A/V audio related issues.
Additional Responsibilities as assigned.
EXPERIENCE & COMPETENCIES
- Must be available to work a flexible schedule including evenings, weekends, and holidays.
- Extensive understanding of Cinema systems, hardware components, and networking protocols.
- Certified and recognized as an expert with Cinema systems products.
- Experience dealing with complex technical issues.
- Experience with CRM systems: Salesforce and SAP.
- Agility to interact with different level stakeholders within the organization.
- Familiarity with SLA and contractual requirements within Cinema industry.
- Fluency in Spanish, Portuguese or Belgian Dutch. (Preferred but not required)
EDUCATION
- Technical Bachelor or equivalent through experience.
- Cinema industry certifications.
D&I Statement
At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.
Job Type: Full-time
Pay: $26.00 - $28.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Addison, TX 75001
Salary : $26 - $28