Technical Support Engineer
Core
Resolving technical support issues for AV hardware and software, handling escalations from Tier 1, and providing guidance to resolve tickets without escalation.
Role type
Technical Support Engineer (AV/Video Conferencing)
Builds
Customer support resolution for video conference systems
Domain
Consumer Electronics / Video Conferencing
Deliverable
client delivery
Required skills
AV technical support, video-conference troubleshooting, Salesforce/Oracle/Zendesk ticketing systems, Zoom/Skype/Google Hangouts experience, process improvement
Preferred skills
ability to learn new technologies quickly, handle moderate-to-high phone call volumes
Responsibilities
Troubleshooting video conference system issues via phone, email, and chat; Resolving escalated support tickets from the Tier 1 support team; Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation; Providing ad-hoc feedback about trends, new issues, and the voice of the customer; Assisting with related projects during periods of low technical support volume; Suggesting process improvements when opportunities are identified
