Technical Support Specialist

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

Please note that we are not currently accepting resumes or additional support from talent agencies or third-party sources. Any resumes received from these sources will be considered unsolicited. We value integrity and clear communication with our partners and appreciate your understanding in this matter.

The role, at a glance:

The Technical Support Specialist provides technical support, advice, and assistance to Biamp’s customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems.

Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in test lab, and listening to AV spaces over the phone.

How you’ll contribute:

• Provide technical support to customers via phone, email, and chat
• Coordinate returns and repairs of Biamp products as necessary
• Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more
• Provide design advice to customers that are designing AV systems with Biamp products
• Identify and upscale priority issues to Applications engineers and other groups where appropriate
• Accurately process and record call customer interactions using tech support case tracking software
• Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry
• Organize ideas and communicate oral and written messages that are appropriate to audiences and circumstances
• Follow up and make scheduled call backs to customers where necessary
• Offer alternative solutions where appropriate with the objective of retaining customers’ business
• Conduct customer training seminars both in-person or online
• Work with cross-functional teams to provide advice and guidance on new product development and industry trends

You’ll also support with:

• Participating in trade shows and assisting with customer visits where needed
• Assisting Applications Engineers as needed to test and improve Biamp products and processes
• Writing, proofreading and revision of technical documentation, online training courses, and online knowledgebase articles
• Maintaining organization and functionality of department’s test rack equipment
• Other duties as assigned by your Supervisor

A successful candidate should have:

• Bachelor’s Degree or equivalent work experience
• 2-4 years related work experience in AV
• 1 or more years customer-facing support/service experience a plus
• Experience with designing/troubleshooting networks, configuring network switches, and other IT technologies is a plus
• Demonstrated ability to independently support most Biamp products and platforms
• Certified Technical Specialist (CTS) certification or approved AV industry certification preferred
• Familiarity with fundamentals of computer networking; networking certification and/or training a plus
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)
• Possesses excellent verbal and written skills in English
• Demonstrates excellent organizational and interpersonal skills, and is able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods
• Able to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail
• Ability to work independently and in a team environment
• Strong interest in independent learning and research a plus
• Up to 10% travel may be required
• Proficiency in Spanish a plus

Work Environment: Stand or sit for long periods Office Environment

What we offer:

• Medical, Dental, and Vision
• 3 weeks annual PTO and 9 paid holidays
• 401(k) + matching
• Employer-paid base life insurance, short, and long-term disability
• Health savings accounts (with Biamp contribution) and flexible spending accounts
• Tuition reimbursement
• Charitable donation matching
• Discretionary company achievement bonus
• Referral bonuses

Who is Biamp?

We make the world’s most extraordinary audio and video solutions. For over 50 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.

As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.

About our company:

At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.

We make the world’s most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space. As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.