Technical Support Specialist II

QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences.

Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability.

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Work location:

• This position requires on-site presence in Corporate CA, HQ, following a hybrid work model.

Job Summary

The Technical Support Specialist II delivers regional technical support to Q-SYS customers across North America and Canada. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems, along with a good understanding of live sound.

Key Tasks & Responsibilities (Essential Functions)

• Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications. Provide assistance via phone and email.
• Deliver best-in-class call-handling and call response times to Q-SYS's key accounts, ensuring exceptional service delivery.
• Ensure thorough resolution of all issues and maintain accurate records in Q-SYSs CRM system (Salesforce).
• Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
• Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material as required.
• Escalation/Crises management
• Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
• Lead Partner management support and other programs as required.

Skills and Minimum Experience Required

• Bachelor's or Diploma in a technical/engineering discipline, or equivalent experience.
• 3 to 5 years' experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.
• Q-SYS Level I and Level II certified.
• Q-SYS Controls 101, Control 201, Video 101 and Quantum certification are highly desirable
• AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable.
• Deep understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony.
• Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus.
• Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus.
• Excellent written, verbal, interpersonal, communication and phone skills.

QSC. is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.

The range for this position is $54,300.00 to $97,700.00 USD. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role. For a list of our benefits, click here.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Please click here and here for more information.

Accommodation in the Application Process: Acuity Inc. is an equal opportunity employer. It complies with the Americans with Disabilities Act (ADA) and other applicable laws requiring reasonable accommodation of persons with disabilities in employment. This includes the provision of reasonable accommodation in the application process. If you believe you need reasonable accommodation to assist with our online application system or any aspect of the application process, please contact Human Resources at (770) 922-9000, and select option 4.  Please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed. The company will engage in an interactive process with you to better understand the request and to determine whether reasonable accommodation is needed and available.

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

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