Senior AV Support Agent

UnifiedCommunications.com; Houston (TX); On-site; USD 25,000 - 75,000; Full time

Job summary

An established industry player is looking for a proactive Support Agent to enhance customer experiences through technical assistance with AV and Unified Communications products. This role involves troubleshooting, resolving inquiries, and ensuring smooth operation of AV systems. You will collaborate with teams to address complex issues and provide training to clients. If you have a passion for technology and customer service, this opportunity allows you to make a significant impact in a dynamic environment, ensuring clients receive top-notch support and solutions.

Qualifications

• Experience in IT or AV technology support.
• Strong understanding of video conferencing systems.

Responsibilities

• Serve as primary contact for customer technical issues.
• Troubleshoot and resolve hardware and software issues.

Skills

Technical Troubleshooting

Customer Service

Communication Skills

Problem-Solving

Time Management

Education

Certifications in Microsoft Technologies

Basic IP Networking and Security

Tools

Microsoft Teams

Zoom

PowerShell

Ticketing Systems

Job description

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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, courage and heart.

·Agility – Be agile, flexible, and focused

·Innovation – Evolve faster than the technology

·Curiosity – Explore, learn and share every day

·Excellence – Deliver amazing customer experiences

·Relationship – Build strong, lasting relationships

Key Responsibilities:

·Customer Support:

oServe as the primary contact for customer technical issues via phone, email, and chat.

oTroubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment.

oProvide prompt and professional responses to customer inquiries, ensuring customer satisfaction.

·Technical Troubleshooting:

oDiagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks.

oEscalate complex issues to higher-level support teams or OEMs as needed.

oMaintain documentation of technical support cases, including resolutions and follow-up actions.

·System Setup and Configuration:

oAssist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems.

oGuide customers through product features and best practices for utilizing AV equipment.

oEnsure that all client systems are properly configured and tested prior to live use.

·Customer Training and Knowledge Sharing:

oProvide remote training to customers on AV system use and troubleshooting.

oDevelop and maintain knowledge base articles to assist customers with common technical issues.

oShare knowledge and updates on the latest technology trends and best practices with clients.

·Collaboration and Escalation:

oWork closely with the AV Lead Installer and other team members to resolve complex technical problems.

oCollaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service.

oEscalate 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.

·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.

·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.

·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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Retail Office Equipment

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