Software Support Technician I

ACT ENTERTAINMENT

JOB DESCRIPTION

DEPARTMENT: Technical Services FLSA: Non-Exempt (Hourly)

REPORTS TO: Software Support Manager LOCATION: Nashville, TN (hybrid)

SUMMARY: This position is responsible for providing basic technical assistance and support to users of our software products. This role will enhance the customer experience of our products by providing timely and effective support and maximizing the value of our software solutions.

DUTIES AND RESPONSIBILITIES:

• Provide first-line technical software support to customers for ACT products.
• Conduct in-person Beginner-Level classes on the use of ACT software products.
• Attend trade shows as required.
• Prepare equipment for sales and demos as per company guidelines.
• Guide customers through software installation, setup, and configuration processes, ensuring smooth deployment and optimal performance.
• Maintain test and demo files as required.
• Collaborate with development teams to beta-test new software.
• Communicate effectively with customers to provide updates, follow-up on issues, and ensure satisfaction with resolution of support requests.
• Contribute to the maintenance of support and education documentation, including knowledgebase files, FAQs, troubleshooting guides, and class curriculum.
• Perform other related duties as assigned by supervisor.

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS:

• Bachelor’s degree or equivalent technical education in lighting design, entertainment technology, or related field; or two years previous experience in the entertainment lighting industry.
• Strong troubleshooting skills and the ability to analyze and diagnose software issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to both technical and non-technical users.
• Strong attention to detail and organizational skills, with the ability to prioritize and manage tasks effectively.
• Proficiency in computer technology, and software support tools a plus.
• Beneficial (but not required) Knowledge & Skills:
  1. Knowledge of Ethernet, networking, and network topology
  2. Knowledge of XML and XSL stylesheet language
  3. Knowledge of 3D modeling and/or drafting
  4. Knowledge of video codecs, transcoding, and control
  5. Knowledge of LUA scripting language
• Ability to travel up to 30%
• Must be able to obtain a valid passport
• Must have valid driver’s license

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand.
• Frequently required to walk.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually quiet.
• The employee must lift and/or move up to 50 pounds.

COMPANY VALUES:

• Deliver Legendary Service: It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
• Do the Right Thing, always: Demonstrate an unwavering commitment to doing the right thing in every action you take, and, in every decision, you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
• Practice Blameless Problem-Solving: Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
• Contribute to Profit: We’re in business delivering value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses.
• Honor Commitments: Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
• Embrace Change and Growth: What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change, and growth bring. Be flexible.
• Be Positive: You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy.
• Keep Things Fun: While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day..

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.