Technical Customer Support Lead

d efficiently find solutions to customer issues.

We work with several major radio groups across the world, including the ABC, BBC, Bauer, Global Radio, Hubbard Broadcasting, MediaCo, New York Public Radio, Nova Entertaiment, and SBS.

We have a fantastically talented team, and this is a great opportunity for someone to join our team in Twickenham, London, and help us to continue to grow our business serving radio customers with our products. audiences on new platforms

The Products

Our broadcast studio system studio, Rapid, is either installed on a server on our customer''s premises or hosted in the cloud. The system mainly runs on Windows Servers when installed locally, and on Linux when running in the cloud.

Our mobile app products run on iOS and Android mobile devices and use APIs to receive content. The mobile apps operates as our customer''s app so also partially depend on customer infrastructure for some functionality - audio streaming for example.

Responsibilities include

• Providing first-line technical support to our customers and own and manage reported issues until they are resolved. These customers could be using our mobile apps or our broadcast studio systems.

• Working with our customers to resolve issues in a friendly and constructive way and involving the development team where necessary.

• Pro-actively working with the development team to identify issues before customers experience them

• Testing new release of our broadcast studio systems software

• Tracking customer support and providing regular reports so we can identify areas of improvement.

• Being a first point of contact for new customers, helping them understand how we work, bringing them up to speed on studio systems.

• Working with the wider team to improve our support processes.

Desired Skills & Experience

Essential:

• 5 years'' experience in a similar hands-on customer support role.

• Great attention to detail, and an ability to spot issues that others miss.

• Able to work through issues and solve problems in a methodical way to find solutions, and to document any findings in a clear and easily understandable way

• Ability to respond in a timely fashion to customer issues, and take a customer-first approach

• Excellent communication skills; able to work with customers in a productive way to resolve issues

• Ability to take a pro-active approach to keeping internal support systems up to date (e.g. bug tracking, ticketing systems, wiki, documentation repositories)

• Excellent computer and IT skills

• Experience in installing and supporting software products (i.e. not Microsoft Word)

• A background in computer science or software development

• Experience of working with radio automation systems would be useful

Personal Characteristics:

• Good problem-solving skills, with an ability to think on your feet and the ability to solve issues quickly and pragmatically, without causing friction within the project team.

• Time management; ability to manage their own time and prioritise work in an effective way as projects and support issues evolve

• Team player with an ability to communicate ideas verbally and in written form. We have development happening in London and Sydney, so we need to communicate well, and efficiently.

• An interest in how digital platforms are changing the way audiences consume radio, and a general interest in the tech industry.

• An interest in radio is helpful!

Life @ Xperi:

At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes. Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success.

Rewards include:

• Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future. https://www.xperi.com

• Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.

• Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.

• A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.

Xperi is an Equal Employment Opportunity Employer