Global Technical Support Specialist

Overview

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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.

Responsibilities

• Participate in on-call rotations to ensure 24 / 7 support coverage, including weekends and holidays. (Required)
• 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, 18show must go on9 environment.
• 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.
• 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.
• 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 to provide technical insights and customer feedback.
• Contribute to knowledge base articles to improve support efficiency and reduce repeat inquiries.
• 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.
• Troubleshoot sound issues during showtime performances and set up, test, and operate sound equipment for internal lab and occasional customer installations (Audio Specialty — Preferred).

Experience & Competencies

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Diversity & Inclusion

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.

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