A/V Technical Support Specialist I

Nice Group; Carlsbad (CA); On-site; USD 63,039,000 - 77,366,000; Full time

Job summary

Nice North America, a subsidiary of Nice S.p.A., is seeking a Tech Support Specialist 1 to handle high-level technical support on Nice Audio/Power product lines. You will troubleshoot installations, assist dealers, and train new staff while documenting cases and contributing to knowledge base content. This role follows a Monday–Friday 7:30 a.m.–4:00 p.m.

PST schedule with potential changes. The position pays an hourly range of $22.00–$27.00 and requires strong customer service and technical

Qualifications

• High-school diploma required; Associate degree or equivalent two-year college degree preferred.
• 1-2 years of experience handling heavy inbound call volume in a technical support call center environment troubleshooting customer issues required.
• Experience in commercial Audio-Visual products like amplifiers, speakers, and network switches a plus.
• Customer service experience in a commercial or retail environment a plus.
• Experience with power supplies, UPS and power management equipment is helpful.
• Must have excellent customer service skills with a high level of patience in dealing with a wide variety of customers.
• Strong technical knowledge of speakers, subwoofers, distributed audio and power products.
• Strong knowledge of and familiarity with computers, Microsoft Windows and Office applications.
• Ability to visualize customer’s environment to effectively troubleshoot products and create solutions.
• Ability to regularly learn new software and hardware systems.
• Ability to follow detailed technical instructions.
• Ability to explain technical information clearly to customers.
• Ability to write clear and concise emails and support case notes.
• Ability to practice patience especially when working with new dealers (all brands) and consumers.
• Demonstrate ability to understand the totality of a system.
• Ask qualifying questions to identify failure points.
• Strong written communication and verbal skills.
• Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self.
• Strong attention to detail.
• Positive attitude, self-motivated and eager to succeed.

Responsibilities

• Provide front-line technical support via telephone, email and live chat to customers, field service professionals, and internal NICE departments.
• This includes fielding product and/or procedure questions and troubleshooting product installation and/or programming issues.
• Provide Technical Support for control products via telephone & email for customers.
• Support Dealers with product related design assistance and installation troubleshooting.
• Act as a technical brand champion and point of contact for sales and field escalations within these brands.
• Document all calls in our system to track or escalates issues.
• Reach out to the Technical Support Supervisors, Manager and/or Director when a process exception needs to be made.
• Provides feedback regarding problems with existing products to Technical Support management.
• Responsible for reproducing/confirming product defects and reporting such defects to the product line’s Technical Support Supervisor.
• Work continuously to increase technical support product knowledge by reviewing knowledge bases and escalated cases on a weekly basis.
• Attend training classes on a monthly/as-required basis.
• Demonstrate an extensive knowledge of NICE products, systems, services and installation/troubleshooting processes.
• Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment.
• Track and report trends related to product failure.
• Stay up to date on all processes, procedures, and policies by completing required technical training provided by Nice.
• Understand, support and execute all work in the established procedures, methods and working requirements.
• Implements and maintains department policies and standards.
• Perform any other related duties as required or assigned

Skills

Customer service

Troubleshooting

Communication skills

Technical support

Phone support

Documentation

Dealers support

Multitasking

Education

High-school diploma

Associate degree or equivalent

Tools

Audio-Visual equipment

Power supplies/UPS

Networking switches

Windows & Office

Job description

Nice North America, a subsidiary of Nice S.p.A., is seeking a Tech Support Specialist 1 to handle high-level technical support on Nice Audio/Power product lines. You will troubleshoot installations, assist dealers, and train new staff while documenting cases and contributing to knowledge base content. This role follows a Monday–Friday 7:30 a.m.–4:00 p.m.

PST schedule with potential changes. The position pays an hourly range of $22.00–$27.00 and requires strong customer service and technical