BASIC FUNCTION

This role is targeted towards general support with a focus around AV products. This includes hardware-software interaction and solving Audio and Video integration issues. This potentially includes testing, QA, networking, computers, electrical, cabling. Experience in these areas is a plus.

An ideal candidate will be skilled in customer support, troubleshooting, identifying root cause, resolving issues, document preparation and communication. Additionally, a candidate should have the drive to pick up and learn things on your own and be able to work in a fast-paced, interactive environment.

SPECIFIC DUTIES AND RESPONSIBILITIES

· Provide technical assistance and training to internal and external users on product & system related topics in a professional, kind and tactful manner via email, phone calls, and web conferencing.

· Studies, Investigates, Tests and Resolves computer software, hardware and Audio/Video problems for end users.

· Acts as a contact for users having problems using computer software, hardware, and operating systems, Audio/Video, computer networks and related products.

· Determines whether problem is caused by hardware, software, or system.

· Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

· Collaborates with co-workers to understand problems and determine solutions.

· Uses effective communication with customers, partners and coworkers in all matters.

· Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

· Collaborates with Tier 2 support, engineering and integration teams to explain issues or to recommend changes.

· Create and communicate status updates to appropriate tools and individuals regarding project progress.

· Ensure good communication with teammates and superiors, especially regarding significant issues and events.

· Employ practices that involve continuous process improvement

· Documents calls, issues, processes as required.

· May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

· May test software and hardware to evaluate ease of use and whether product will aid user in performing work.

· May train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

· Meet or exceed resolution goals by resolving tickets in a timely manner, as escalated by technical support and internal teams.

· Identify and document product issues and escalate to manufacturers, advanced support personnel and/or other departments for resolution.

· Ability to communicate complex technical details to a sometimes non-technical audience in a clear and concise manner.

· Troubleshoot various types of video conferencing Issues

· Work with clients to troubleshoot API integration issues.

· Occasionally be on-call for highly critical system issues, which may require work after hours.

· Identify, resolve, and communicate client and product satisfaction issues to leadership.

· Contribute content to knowledgebase.

· Maintain friendly working relationship with teammates, supervisors, and users.

· Strive to be helpful in all support and work functions.

· Stay dedicated to the work and goals of the company.