Technical Support Specialist

Please   note   that   we   are   not   currently   accepting   resumes   or   additional   support from   talent   agencies   or   third-party sources. Any resumes received from these sources will be considered unsolicited.       We   value   integrity   and   clear   communication   with   our   partners and appreciate your understanding in this matter.     The role,   at a glance :   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, with continued growth and increasing responsibilities.   How you’ll contribute:   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 and other groups where appropriate   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   Offer alternative solutions where appropriate with the objective of retaining customers’ business   Conduct customer training seminars both in-person or online   Work with cross-functional teams to provide advice and guidance on new product development   and industry trends   You’ll also support with:   Participat ing   in trade shows and assist ing   with customer visits where needed   Assist ing   Applications Engineers as needed to test and improve Biamp products and processes   Writing, proofreading and revision of technical documentation, online training courses, and online   knowledgebase articles   Maintain ing   organization and functionality of department’s test rack equipment   Other duties as assigned by your   Supervisor   A successful candidate should have:   Bachelor’s Degree or equivalent work experience   2-4 years related work experience in AV   1 or more   years   customer-facing support/service experience a plus   Experience with designing/troubleshooting networks, configuring network switches, and other IT   technologies is a plus   Demonstrated ability to independently support most Biamp products and platforms Certified Technical Specialist (CTS) certification or approved AV industry certification preferred   Familiarity with fundamentals of computer networking; networking certification and/or training a   plus   Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)   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 10%   travel   may be required   Proficiency in Spanish a plus   Work Environment:   Stand or sit for long periods   Office Environment   What  we  offer:     Medical, Dental, and Vision    3 weeks annual PTO and 9 paid holidays    401(k) + matching    Employer-paid base life insurance, short, and long-term disability    Health savings accounts (with Biamp contribution) and flexible spending accounts    Tuition reimbursement    Charitable donation matching    Discretionary company achievement bonus    Referral bonuses    Who is Biamp?     We make the world’s most extraordinary audio and video solutions. For over 50 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.    As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.    About our company:     At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate   people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.