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Company: Biamp
Biamp is a leading provider of professional AV equipment well-suited for a variety of applications, including conferencing, paging, and video.
Job Description:
The Technical Support Specialist provides technical support, advice, and assistance to Biamp’s customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems. Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in test lab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit at Biamp Systems, with continued growth and increasing responsibilities. Occasional travel within Europe and to the USA will be required.
Essential Functions:
- Provide technical support to customers via phone, email, and chat
- Coordinate returns and repairs of Biamp products as necessary
- Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more.
- Provide design advice to customers that are designing AV systems with Biamp products
- Identify and escalate priority issues to Applications Engineers
- Accurately process and record call customer interactions using tech support case tracking software
- Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry
- Organize ideas and communicate oral and written messages that are appropriate to audiences and circumstances
- Follow up and make scheduled call backs to customers where necessary
Secondary Functions:
- Create and edit technical documentation
- Assist in occasional proofreading and revision of technical documentation, online training courses, and online knowledgebase articles
- Assist in maintaining organization and functionality of department’s test rack equipment
- Other duties as assigned by your Supervisor
Job Qualifications:
The following combination of experience, knowledge, and skills is desired:
- 0-2 years’ experience in a customer support/service role
- Experience, interest, and/or serious passion for professional audio, video, or networking systems a plus
- Professional AV background a plus
- IT technical support and/or networking experience a plus
- Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, SharePoint, Visio, and others)
- ISCVE membership an advantage
- Possesses excellent verbal and written skills in English
- Demonstrates excellent organizational and interpersonal skills, and is able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods
- Able to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail
- Ability to work independently and in a team environment
- Strong interest in independent learning and research a plus
- Up to 5% travel may be required
Work Environment:
- Occasional travel
- Based at Biamp’s London office
Compensation and Benefits:
- Competitive pay based on experience and qualifications
Applications:
To be received by 15 January 2020 via the Biamp site: https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=14729&clientkey=4AFE3CBA6084DA3BE2AF2E7BC5250FD7
