A WORD ABOUT US
We come from many different places, but what unites us is our passion. At Moment Factory, each new project is a blank page awaiting the creativity and talent of our whole team, no matter the individual responsibilities, roles, or fields. Our desire to innovate, to take risks, and to learn from our mistakes and from each other is what allows us to create collective projects that go above and beyond. Today, thanks to a team of 420 creative minds, we have been able to create immersive multimedia environments for artists, museums, airports, brands, theme parks and events, as well as our signature shows. No matter the canvas – be it film, lighting, multimedia architecture, sound design, special effects, or interactive projects – the thirst for experimentation and innovation is at the core of our DNA.
YOUR TEAM
Moment Factory's Operations Support team is made up of passionate and dedicated professionals who play an essential role in the success of our projects and the optimization of our operations. As a member of this dynamic team, you'll be part of a highly skilled and motivated group of people, working collaboratively to ensure the smooth running of our facilities, equipment and systems. Our team culture encourages the exchange of ideas, mutual support and cooperation, creating an environment conducive to professional fulfillment and collective achievement.
YOUR MISSION
As a Technical Support Analyst, you will be the main point of contact for providing technical assistance to our customers and partners, whether in person or remotely. You will be responsible for resolving technical issues, providing advice and ensuring customer satisfaction throughout the customer journey, with a particular focus on supporting remote projects. You will also have the opportunity to visit our facilities to prepare operating strategies in close collaboration with the various project teams.
ROLES AND RESPONSIBILITIES
1. Operations support
- Provide courteous and efficient customer service;
- Analyze requests in depth and resolve issues;
- Assign and escalate requests as needed;
- Ensure careful resolution of requests;
- Ensure adequate resolution time;
- Follow up on resolutions and collect relevant information at ticket closing.
2. Stabilization of technical operations
- Stabilize installations during start-up;
- Optimize the operating process;
- Validate that delivered installations comply with Moment Factory technical standards (QA);
- Support and train customer operators;
- Develop problem-solving methods for operations;
- Participate in the drafting of plant operation and maintenance manuals for customer operators;
- Ensure the transfer of plant technical knowledge to team members.
YOUR JOURNEY INCLUDES
- College diploma (DEC) or technical diploma related to audiovisual, electronics, computer science or equivalent;
- Minimum 2 years' professional experience in audiovisual/technical/technology and/or multimedia technical support;
- Advanced command of French and English, both spoken and written, as your work will require you to communicate with English-speaking customers;
- Valid driver's license;
- Ability to travel abroad;
- Thorough knowledge of audiovisual technologies, software and hardware:
- Lighting system (Console Grand MA, Produits Chauvet, Distribution Dmx-Artnet);
- Sound systems (Yamaha products, Dante, Qsys);
- Projection systems (Barco & Panasonic products, Mapping, ND distribution, Media serverI);
- Mastery of the PC environment and Google and Microsoft platforms;
- Demonstrated aptitude for manual work, assembly and installation (asset);
- Technical certification (asset);
- Relevant experience in creating, structuring and ensuring the continuous improvement of technical writing.
YOUR QUALITIES
- Resourceful;
- Solution-oriented;
- Strong sense of initiative;
- Attention to detail;
- Ability to navigate in gray areas;
- Ability to popularize complex concepts;
- Adaptability;
- Problem-solving skills;
- Self-motivated;
- Good organizational skills and ability to manage priorities;
- Team spirit;
- Good time management skills.
SPECIFIC WORKING CONDITIONS
- Regular working hours, occasionally varying according to projects and/or demand;
- On-call technical support during evenings and weekends;
- Frequent but short business trips abroad.
If you think this position is for you, we invite you to apply now. We will not be able to follow up with each candidate, so we will only contact the selected individuals. Thank you for considering a career at Moment Factory. We are looking forward to meeting you !
