AV Systems Support Specialist: Troubleshoot & Advise

Biamp Systems LLC; United States; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

3 weeks PTO + 9 holidays

401(k) + matching

Employer-paid life and disability

Job summary

Biamp is seeking a Technical Support Specialist to provide technical support, advice, and assistance to customers regarding AV hardware and software systems. Daily activities include troubleshooting AV systems, exploring programming files, and recreating customer systems in a test lab.

The successful candidate will handle calls, emails, and chats, coordinate returns, diagnose network/configuration issues, and offer design guidance for Biamp AV solutions.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• 2–4 years of AV-related work experience.
• 1+ year of customer-facing support experience.
• Experience with designing/troubleshooting networks and configuring network switches.
• CTS certification or approved AV industry certification preferred.
• Familiarity with computer networking fundamentals; networking certification/training a plus.
• Proficient in Microsoft Office (Outlook, Word, Excel, SharePoint).
• Excellent verbal and written English skills.
• Able to multitask and work independently and in a team.
• Up to 10% travel may be required.
• Spanish proficiency is a plus.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Coordinate returns and repairs of Biamp products.
• Troubleshoot, diagnose, and resolve hardware and software issues including network connectivity and VoIP.
• Provide design advice for AV systems using Biamp products.
• Identify and upscale priority issues to Applications engineers and other groups as needed.
• Record customer interactions using tech support case tracking software.
• Develop expertise in audio/video concepts relevant to professional AV.
• Communicate effectively with diverse audiences.
• Follow up with customers and perform scheduled callbacks.
• Offer alternative solutions to retain customers’ business.
• Conduct customer training seminars in-person or online.
• Collaborate with cross-functional teams on new product development and industry trends.
• Support trade shows and customer visits as needed.
• Assist Applications Engineers to test and improve Biamp products and processes.
• Write and revise technical documentation and online knowledgebase articles.
• Maintain organization of department’s test rack equipment.
• Other duties as assigned by supervisor.

Skills

Customer-facing support

Networking concepts

Network troubleshooting

Microsoft Office

English proficiency

Interpersonal skills

Spanish (plus)

Travel up to 10%

Education

Bachelor’s Degree or equivalent experience

Tools

Case tracking software

Job description

Biamp is seeking a Technical Support Specialist to provide technical support, advice, and assistance to customers regarding AV hardware and software systems. Daily activities include troubleshooting AV systems, exploring programming files, and recreating customer systems in a test lab.

The successful candidate will handle calls, emails, and chats, coordinate returns, diagnose network/configuration issues, and offer design guidance for Biamp AV solutions.