Technical Support Representative, Video Collaboration
The Video Collaboration Tech Support Representative is responsible for enthusiastically resolving technical support issues from customers and providing technical guidance to Tier 1 team members.
Successful candidates will have a minimum of 3 years of remote AV support experience, combining a strong customer service ethic with advanced technical skill. Experience collaborating with support team members across multiple locations is a big plus.
Primary Job Responsibilities
Troubleshoot video conference (VC) system issues for customers via phone, email and chat
Resolve escalated support tickets from our Tier 1 support team
Assist Tier 1 support team by providing guidance to resolve tickets without escalation
Provide ad-hoc feedback about trends, new issues and the voice of the customer
Suggest process improvements when you see opportunities and dissent when you don’t agree
Knowledge and Skills
Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts
Knowledge of PC and/or other non-AV system troubleshooting a plus
Knowledge of computer networking and USB devices
Strong written and verbal communication skills
Strong listening and comprehension skills
Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others
Minimum 3 years of experience in a audio-video (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
Minimum 2 years of providing technical support via phone
Strong and verifiable knowledge of customer care processes and techniques
Experience with Salesforce/Oracle/Zendesk support ticketing systems
4-year degree or equivalent experience
“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1-510-713-4866 for assistance.