Technical Support Analyst

VideoRay, an AV company, was founded in 1999 and located in Pottstown, Pennsylvania, is the world’s largest volume producer of underwater remotely operated vehicles (ROVs) and a global leader in microROV technology. VideoRay Mission Specialist Underwater Robotic Systems have redefined the “inspection class” category. Much more than underwater cameras, they are ready to perform critical jobs in the harshest environments.

VideoRay is looking for a motivated and reliable experienced Technical Support Analyst to join its team and make a meaningful impact on the lives of individuals and communities!

Position Description: The mission of the Customer Success Department is to ensure that customers post-sales operations of VideoRay equipment perform to specifications, and their experiences are positive to help the company maintain the best reputation in the industry.

The Technical Support Analyst helps customers resolve problems they are experiencing with their VideoRay and related equipment.  He/she works closely with other technical resources as necessary; He/she diagnoses problems to identify the root causes and solutions or work-arounds.  Also helps implement better methods for performing their job more efficiently, such as knowledge base, and remote support tools. Uses administrative systems to track customer experiences and problem resolution.

Essential Duties and Responsibilities:

• Respond to customer communications ensuring that their expectations are met as reasonably as possible and in a timely fashion
• Diagnose and identify root causes of problems
• Develop methods of problem resolution
• Help maintain failure statistics
• Research, develop, implement and maintain tools that can be used to make the process of providing support more efficient and easier for customers
• Enter information into administrative and tracking systems and maintain this data
• Work with other groups in the organization to improve quality and total customer experience
• Assist with technical documentation and training development and delivery as needed
• Back up to all other Technical Support Analysts as available and necessary
• Responsible for all VideoRay customers when phone or emails are rolled over due to other Analyst’s availability
• Perform other duties as assigned

Knowledge, Skills and Abilities Requirements:

• 3 to 5 years of relevant experience in a customer support or product testing or operations role.
• Ability to use phone, email and other communications technologies
• Strong customer relationship skills
• Strong analytical, critical thinking and problem-solving/diagnostic skills
• Ability to work successfully while remote and at times independent from the main office
• Understanding of basic computer, electrical and mechanical principles and systems
• Ability to use test and diagnostic equipment and tools
• Ability to use business and technical computer programs, including installing and configuring these programs
• Detail-oriented
• Ability to manage multiple tasks efficiently
• Proficiency in MS Office
• Team Player

Education:

• Associate’s degree in electrical engineering, Electronics Technology, preferred

Desired Requirements:

• Experience with underwater remote operated vehicles
• Knowledge of VideoRay systems and related equipment
• Strong Linux skills
• Multi-lingual: Spanish, Dutch, French, Hindi
• Salesforce CRM experience

Physical Demands:

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, or crouch. Vision abilities required by this job include close vision. The employee may occasionally need to lift no more than 50 pounds.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate.

In addition to the challenging and rewarding career opportunity, we offer competitive compensation and great benefits, including but not limited to:

• 401(k) with a generous company match
• Paid Time Off
• Generous Company Paid Holidays
• Medical, Dental, Vision Plans
• Health Savings Account
• STD/LTD/Life Insurance
• Employee Assistance Program
• Tuition Reimbursement
• Employee Referral Bonuses

How to apply: Submit resume to jobs@videoray.com

All applicants will receive an acknowledgement that their application has been received and is being reviewed. HR will contact candidates selected for further consideration.