Technical Support

JOB TITLE:Technical Support

EMPLOYER: A.C.T. Lighting, Inc.

DEPARTMENT: Technical Services

REPORTS TO: Software Support Manager

EFFECTIVE DATE: 10/18/2023

SUMMARY: This position is an in-house product specialist for a long-term position of supporting the vendors and end users of top tier lighting control products (MA Lighting, zactrack, and others) in the entertainment lighting industry. Your tasks will entail supporting customers, testing equipment, and beta testing new software.

DUTIES AND RESPONSIBILITIES:

• Assess software questions via Email and telephone during business hours
• Prepare equipment for sales and demos
• Evaluate and beta test new software
• Provide after-hours emergency support by telephone and Email
• Assist with the creation of product tutorials for customers and sales team
• Offer suggestions for software and process improvements

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• One (or more) of the following:
  • Degree in Entertainment Lighting, or related field
  • 2+ years of experience in the Entertainment Lighting industry
• Excellent communication skills
• Ability to fill multiple roles simultaneously
• A passion for helping people
• Attention to detail
• Proficiency in computer technology (Mac, Windows, Microsoft Office, etc.)
• Beneficial (but not required) Knowledge & Skills:
  • Knowledge of Ethernet, networking, and network topology
  • Knowledge of XML and XSL stylesheet language
  • Knowledge of 3D modeling and/or drafting
  • Knowledge of video codecs, transcoding, and control
  • Knowledge of LUA scripting language

COMPETENCIES:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

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.

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.

A.C.T. Lighting, Inc. d/b/a ACT Entertainment is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may call us at 1-800-255-9822.

All applicants in states and municipalities that the law requires salary disclosure, please reach out to our Human Resources department at 1-800-255-9822 for this information.