Technical Support Specialist

Technical Support Specialist

The technical support specialist will perform various roles related to ensuring outstanding customer support is delivered while troubleshooting various Audio/Video equipment and computer software. The technical support specialist will answer incoming call queries from customers and help troubleshoot remotely. They will demonstrate strong knowledge of Audio/video products and solutions and basic computer set and functions. The specialist will work with help desk manager to ensure adequate and accurate coverage of help desk support is always available; as well ensure best practices are enlisted when additional on site help is requested. The specialist may be asked to assist with other projects both internally and at external customer locations.

The responsibilities of the Technical Support Specialist include but are not limited to the following:

• Answer incoming calls and respond to customer emails in a timely manner.
• Provide technical insight to answer and resolve customer queries.
• Leverages all available resources to provide the best information.
• Follows all established processes regarding request for onsite service.
• Maintains awareness of those assigned to support the call queue.
• Appropriately escalates issues to supervisors.
• Routes call appriately as requested.
• Stays current on AV products and solutions serviced by the organization.
• Leverages remote desk top technology to assist with remote software installations
• Perform remote software installations.
• Troubleshoot basic computer functions, assist with remote installation and set up.
• Other related duties as assigned

Competencies:

· Excellent communication skills

· Ability to empathize with customers and put them at ease

· Excellent listener

· Ability to articulate technical jargon in common terms.

· Time management and organization skills

Education and Experience Requirements:

• 3 years of on-site or remote troubleshooting Audio/Video experience
• 3 years of Audio/Video installation experience required
• Mid / Advanced level knowledge of AV systems and design protocol
• Strong knowledge of Audio/video products and solutions
• Computer networking experience
• Familiarity with remote desk top function
• Data entry experience
• AV certifications preferred
• 2 year degree in related technical field preferred

Job Type: Full-time

Pay: $50, $52,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience:

• Phone triage: 2 years (Required)
• Computer networking: 2 years (Required)
• Audio / Visual repair: 5 years (Required)

Work Location: In person