Why You’ll Love Working at Ross Video:

At Ross Video, you’ll be part of a team energized by innovation, building the cutting-edge technology that powers the world’s most watched live productions and events. Our products are designed to be intuitive, reliable, and to deliver exceptional results—because our customers’ success is everything to us. If you’ve ever watched live television, breaking news, major sports, or a Hollywood award show, you’ve seen our technology in action. Join us behind the scenes and help make unforgettable live moments possible.

Who you report to: Manager, Technical Support – Frontline

What the job is all about:

• Assist customers with technical setup questions, troubleshooting efforts, and product specific solutions.
• Take ownership of customer issues reported and seeing problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Empowering our customers to get the most of their products and solutions.
• Ensure proper recording and closure of all issues through a tracking system.
• Document knowledge in the form of knowledge base technical notes and articles.
• Expedite returned material from the field for service reasons.
• Participate in the on-call rotation for emergency services (24 hours a day) as well as the 12pm to 8pm shift rotation.
• Aide other team members and teams in help chats

Who you are:

• Technical diploma and knowledge of broadcast systems
• Customer service experience in a technical support environment
• Proficient in the English language (read, write, speak)
• Additional education and computer courses are strong assets
• Knowledge of Salesforce or similar CRM systems will be an asset
• Knowledge of Zendesk or other ticketing systems will be an asset
• Multilingual

What We Offer:
Ross provides competitive compensation, comprehensive benefits, and the flexibility you need to do your best work, including flexible hours, generous paid time off, and a wellness allowance. You’ll also have the opportunity to share in our success through our employee share ownership program and grow your career with ongoing learning and development support. We value connection and collaboration, with plenty of events and opportunities to build relationships across the company. Most importantly, you’ll be part of a team that’s passionate about what we do and how we do it.

Salary Information:

The pay range for this role in Canada is: $50,000 CAD-$60,500 CAD

The listed salary reflects the pay range for a role based in Canada. Compensation may differ based on alternate locations if listed. Final compensation will be determined by location, skills, experience, knowledge, and role-specific qualifications, and may be adjusted to recognize candidates accordingly. If your experience or compensation expectations differ from the posted range, we still welcome your application.

Use of Artificial Intelligence in Hiring

Ross uses a secure, closed AI system to support recruitment. Your information is protected and used only to help us efficiently identify qualified candidates. We encourage all applicants to apply, even if you do not meet every requirement - if you bring relevant skills, enthusiasm and a willingness to learn, we want to hear from you.

Our Commitment to Fostering an Inclusive Environment
We want you to bring your authentic self to work, regardless of race, color, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. Inclusivity drives innovation and creativity, and that’s something we’re passionate about!

If you require accommodations throughout any stage of the recruitment, assessment, and selection process, please contact our Talent Acquisition team at recruitment@rossvideo.com, and we will make all reasonable efforts to accommodate your request.