Remote AV Support Specialist & Ticket Coordinator

Biamp; United States; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

PTO & holidays

401(k) with matching

Life insurance & disability

Health Savings Account (Biamp) & FSA

Tuition reimbursement

Donation matching

Discretionary bonus

Referral bonuses

Job summary

Biamp is seeking a Technical Support Coordinator to be the first point of contact on the Technical Support line, handling calls, gathering details, and routing to the right technician. This role also assists with administrative tasks like creating Return Authorizations and logging interactions for technicians.

The position requires one plus year in a customer-facing role, clear written and verbal communication, and proficient use of Microsoft Office.

Qualifications

• High school diploma or equivalent work experience.
• One or more years of experience in a customer‑facing role.
• Strong written and verbal communication skills.
• Excellent organizational and interpersonal skills. Demonstrate the ability to stay organized, be patient, and diffuse challenging situations using appropriate methods.
• Comfort using basic Microsoft Office applications (Outlook, Word, Excel).
• Ability to work effectively with people of diverse backgrounds.

Responsibilities

• Answer inbound phone calls for up to six hours per day (~30 calls/day). Determine the reason for the call and quickly route the customer to the best available technical resource.
• Communicate clearly and compassionately with Biamp customers, primarily commercial AV integrators, consultants, and administrators.
• Accurately log customer interactions in the ticketing software, verifying contact information, issue description, and system details for technicians.
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances.
• Process approximately ten repair requests per day. Coordinate returns and repairs of Biamp products and process Repair Authorizations as needed.
• Demonstrate a strong interest in independent learning and research. Build a working vocabulary of basic audio, video, and networking terms.

Skills

Customer-facing experience

Strong communication

Organizational skills

Patience and de-escalation

Education

High school diploma or equivalent

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Biamp is seeking a Technical Support Coordinator to be the first point of contact on the Technical Support line, handling calls, gathering details, and routing to the right technician. This role also assists with administrative tasks like creating Return Authorizations and logging interactions for technicians.

The position requires one plus year in a customer-facing role, clear written and verbal communication, and proficient use of Microsoft Office.