Job Description

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 :

• Serve as the primary contact for customer technical issues via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment.
• Provide prompt and professional responses to customer inquiries, ensuring customer satisfaction.

Technical Troubleshooting :

• Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks.
• Escalate complex issues to higher-level support teams or OEMs as needed.
• Maintain documentation of technical support cases, including resolutions and follow-up actions.

System Setup and Configuration :

• Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems.
• Guide customers through product features and best practices for utilizing AV equipment.
• Ensure that all client systems are properly configured and tested prior to live use.

Customer Training and Knowledge Sharing :

• Provide remote training to customers on AV system use and troubleshooting.
• Develop and maintain knowledge base articles to assist customers with common technical issues.
• Share knowledge and updates on the latest technology trends and best practices with clients.

Collaboration and Escalation :

• Work closely with the AV Lead Installer and other team members to resolve complex technical problems.
• Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service.
• Escalate 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.
• 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.
• 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.
• Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom.
• 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.
• 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.
• 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

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