Technical Support Specialist II
Company: Biamp
Location: Beaverton
Posted on: March 13, 2023
Job Description:
The role, at a glance: - -The Technical Support Specialist II
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. Our ideal candidate is
looking for a long-term fit at Biamp, with continued growth and
increasing responsibilities. -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
productsIdentify and escalate 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. -Secondary Functions:
Participate in trade shows and assist
with customer visits where needed.Assist 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.Maintain
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 is 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. -Work Environment:
Routine use of standard office
equipment.Stand or sit for long periods.This is an onsite office
position in Beaverton, OR or Plano, TX.Up to 10% travel may be
required. -Benefits and Perks: -
Medical, Dental, and Vision3 weeks
annual PTO and 9 paid holidays401(k) + matching Employer-paid base
life insurance, short, and long-term disabilityHealth savings
accounts (with Biamp contribution) and flexible spending accounts
Tuition reimbursementDiscretionary profit-sharingReferral
bonusesCharitable donation matching -Who is Biamp?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. -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 decision 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. Biamp
is an Equal Opportunity Employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, or protected veteran status and will not be discriminated
against on the basis of disability. Powered by JazzHR
Keywords: Biamp, Beaverton , Technical Support Specialist II, IT / Software / Systems , Beaverton, Oregon
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