We are seeking a proactive and customer-centric Support Agent to provide technical assistance and solutions to customers utilizing our AV and Unified Communications products. The Support Agent will serve as a key point of contact for troubleshooting, addressing customer inquiries, and ensuring smooth operation of our AV systems and software. This role demands strong communication skills, a problem-solving mindset, and a passion for delivering high-quality customer experiences.
Core Values:
· Leadership – Lead with transparency, integrity, courage and heart.
· Innovation – Fuel next-gen solutions through curious experimentation.
· Knowledge – Achieve mastery via extreme learning and teaching.
· Excellence – Work passionately to build a beloved company.
· Relationship – Nurture amazing customer and partner relationships.
· Convenience – Make it radically simple to do business with us.
Key Responsibilities:
Customer Support:
- Serve as the primary contact for customer technical issues via phone, email, and chat.
- Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment.
- Provide prompt and professional responses to customer inquiries, ensuring customer satisfaction.
Technical Troubleshooting:
- Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks.
- Escalate complex issues to higher-level support teams or OEMs as needed.
- Maintain documentation of technical support cases, including resolutions and follow-up actions.
System Setup and Configuration:
- Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems.
- Guide customers through product features and best practices for utilizing AV equipment.
- Ensure that all client systems are properly configured and tested prior to live use.
Customer Training and Knowledge Sharing:
- Provide remote training to customers on AV system use and troubleshooting.
- Develop and maintain knowledge base articles to assist customers with common technical issues.
- Share knowledge and updates on the latest technology trends and best practices with clients.
Collaboration and Escalation:
- Work closely with the AV Lead Installer and other team members to resolve complex technical problems.
- Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service.
- Escalate critical issues and system-wide problems to management and collaborate on resolutions.
Requirements:
- Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms.
- Skilled in technical troubleshooting of audio/video conferencing systems. Experienced in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality.
- Ability to convey technical information effectively to both technical and non-technical audiences
- A team player with strong organizational and multitasking abilities.
- Strong time management, organizational, communication, and interpersonal skills.
- A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations.
- Excellent problem-solving skills with the ability to think creatively to resolve technical issues.
- Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom.
- Extensive expertise in SBC, telephony setup, and configuration. Experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure.
- Proficient in troubleshooting with expertise in log analysis, PowerShell
- Familiarity with ticketing and tracking systems.
Desired Experience:
- · Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation.
- Knowledge of control systems, audio solutions, digital signage, and system integration.
- Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies.
- Experience in operating and supporting live events in corporate, hospitality, or major event venues.
- Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment.
- Certification - CTS, CTS-I or CTS-D equivalent
