Careers
Technical Support Representative, Enterprise & Video Collaboration
Description
Job Summary
The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.
Successful candidates will have a minimum of 3 years of remote AV technical support experience, combining industry knowledge, a strong customer service ethic with advanced technical skills. Experience supporting enterprise (or business-to-business) customers and strong video conferencing software skills is a 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
In periods of low technical support volume, assist with related projects
Suggest process improvements when you see opportunities and dissent when you don’t agree
Knowledge and Skills
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
Demonstrated adaptability to new process and procedures while remaining up to date on existing standards
Demonstrated ability to isolate software related issues from hardware
Experience adapting to solve problems when normal solutions break down
Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms or Google Meet software strongly preferred
Experience troubleshooting Kiosk deployments using the Android platform strongly preferred
In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred
Knowledge of computer networking and USB devices is strongly preferred
Knowledge of PC and Mac OS/or other non-AV system troubleshooting strongly preferred
Qualifications
Minimum 3 years of experience in (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
Minimum 1 years of providing technical support via phone
Minimum 1 years of experience troubleshooting video conferencing software within an enterprise environment
Fluent (written and spoken) in English
Strong and verifiable knowledge of customer care processes and techniques
Demonstrated experience handling moderate-to-high phone call volume
Experience with Salesforce/Oracle/Zendesk support ticketing systems
Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts
Education
4-year degree or equivalent experience