Customer Care Engineer

Company: Arvato Systems North America, Inc. 

Requisition ID: 45307

 

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The customer care engineer understands the functional and technical matters in the context of one or more products and is responsible for the support of product- and project-specific media asset management and broadcast management systems for clients in the public and private television sector. They help the customer in case of incidents and faults in the system, supports the planning of patch deliveries and the roll-out of releases. They are commissioned by the Head of Customer Care and supported by Solutions Architects, Solutions Development and Product Management.

 

Main Tasks:

  • Functional and technical support of maintenance projects for our national and international customers in the broadcast industry
  • 2nd and 3rd level support of our systems through error analysis, troubleshooting, test/configuration and execution of maintenance tasks
  • Support and maintenance of in-house DB environments for development, build and test   
  • Maintaining and improving automated deployment management in the cloud and agile context
  • Test of installation and migration of our software including database on behalf of a release manager (deployment test)
  • Execution of deliveries and installations together with our clients
  • Creation and maintenance of support and operating documentation
  • Creation and maintenance of installation manuals and operating documents for our applications
  • Compilation of developed software for delivery to customers
  • Support in application monitoring in coordination with specialist departments
  • Conduct training of operating staff
  • Close cooperation with the internal teams product management, support development and quality assurance
  • Participation in the continuous improvement of project realization and support processes

Requirements:

  • Successfully completed bachelor in media technology, MBA or computer science or comparable degree
  • Several years of experience in IT projects
  • Ideally several years of professional experience in the support of complex software systems
  • Strong customer focus and very good communication skills
     
  • Independent, purposeful and analytical way of working
  • High team orientation, resilience and operational readiness
  • Willingness to travel 
  • Good analytical, conceptual and organizational skill
  • Knowledge of the areas: broadcast equipment, technologies and workflow
  • Database queries with SQL
  • scripting or programming languages
  • Administration of Windows, networks and databases
  • Very good knowledge of Windows

 

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.


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