Technical Support Specialist

Pleasenotethatwearenotcurrentlyacceptingresumesoradditionalsupport fromtalentagenciesorthird-party sources. Any resumes received from these sources will be considered unsolicited.

Wevalueintegrityandclearcommunicationwithourpartners and appreciate your understanding in this matter.

The role,at a glance:

The Technical Support Specialist provides technical support, advice, and assistance to Biamp’scustomers (including AV integrators, consultants, and administrators) regarding AV hardware andsoftware systems. Daily activities include troubleshooting both simple and complex AV systems throughconversation with customers, exploration of programming files, recreation of customer systems in testlab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit atBiamp, 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 networkconnectivity, VoIP, poor audio/video quality, and more

• Provide design advice to customers that are designing AV systems with Biamp products

• Identify and escalate priority issues to Applications Engineers and other groups where appropriate

• Accurately process and record call customer interactions using tech support case trackingsoftware

• Maintain and/or develop expertise in audio and video concepts and technologies, as well as otherskillsets required within the professional AV industry

• Organize ideas and communicate oral and written messages that are appropriate to audiencesand 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 developmentand industry trends

You’ll also support with:

• Participatingin trade shows and assistingwith customer visits where needed

• AssistingApplications Engineers as needed to test and improve Biamp products and processes

• Writing, proofreading and revision of technical documentation, online training courses, and onlineknowledgebase articles

• Maintainingorganization and functionality of department’s test rack equipment

• Other duties as assigned by yourSupervisor

A successful candidate should have:

• Bachelor’s Degree or equivalent work experience

• 2-4 years related work experience in AV

• 1 or moreyearscustomer-facing support/service experience a plus

• Experience with designing/troubleshooting networks, configuring network switches, and other ITtechnologies 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 aplus

• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)

• Possesses excellent verbal and written skills in English

• Demonstrates excellent organizational and interpersonal skills, andis able towork effectively withpeople of diverse backgrounds and diffuse challenging situations using acceptable andappropriate methods

• Able to multi-task and be flexible in a dynamic work environment while maintaining strongattention to detail

• Ability to work independently and in a team environment

• Strong interest in independent learning and research a plus

• Up to 10%travelmay 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?