Skip to content

AV Technical Support Specialist II

Biamp
Published
May 23, 2021
Location
Beaverton, OR, United States of America
Category
Job Type

Description

Summary:

The Technical Support Specialist II 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, the recreation of customer systems in a 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.

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 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 skill sets 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 callbacks 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

Secondary Functions:

  • Participate in trade shows and assist with customer visits where needed
  • Assist 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 organization and functionality of department’s test rack equipment
  • Other duties as assigned by your Supervisor

Qualifications

The following combination of experience, knowledge, and skills is desired:

  • Bachelor’s Degree or equivalent work experience
  • 2-4 years related work experience in AV
  • 1 or more years of customer-facing support/service experience is a plus
  • Experience with design/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

Work Environment

  • In-office or on-site attendance is required for this position
  • Up to 10% travel may be required

Related Jobs