Technical Support Specialist Jobs

The role, at a glance:

The Technical Support Specialist I 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:

• Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry
• Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more
• Organize ideas and communicate oral and written messages that are appropriate to audiences and circumstances
• Coordinate returns and repairs of Biamp products as necessary
• Accurately process and record call customer interactions using tech support case tracking software
• Provide design advice to customers that are designing AV systems with Biamp products
• Work with cross-functional teams to provide advice and guidance on new product development and industry trends
• Provide technical support to customers via phone, email, and chat
• Conduct customer training seminars both in-person or online
• Offer alternative solutions where appropriate with the objective of retaining customers’ business
• Follow up and make scheduled call backs to customers where necessary
• Identify and escalate priority issues to Applications Engineers and other groups where appropriate

You'll also support with:

• Writing, proofreading and revision of technical documentation, online training courses, and online knowledgebase articles
• Assist Applications Engineers as needed to test and improve Biamp products and processes
• Other duties as assigned by your Supervisor
• Maintain organization and functionality of department’s test rack equipment
• Participate in trade shows and assist with customer visits where needed

A successful candidate should have:

• Able to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail
• Proficiency in Spanish a plus
• 1 or more years customer-facing support/service experience a plus
• 2-4 years related work experience in AV
• Demonstrated ability to independently support most Biamp products and platforms.
• 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
• Experience with designing/troubleshooting networks, configuring network switches, and other IT technologies is a plus
• Up to 10% travel may be required
• 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
• Strong interest in independent learning and research a plus
• Bachelor’s Degree or equivalent work experience
• Certified Technical Specialist (CTS) certification or approved AV industry certification preferred
• Ability to work independently and in a team environment

Work environment:

• Stand or sit for long periods
• Office Environment

What we offer:

• Discretionary profit sharing
• 401(k) + matching
• Medical, dental, and vision
• Tuition reimbursement
• Charitable donation matching
• Employer-paid base life insurance, short, and long-term disability
• Health savings account (with Biamp contribution) and flexible spending accounts
• 3 weeks annual PTO and 9 paid holidays
• Referral bonuses

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 play to win and are a great place for people who feel the same. It’s a challenging, high-energy environment where we believe in moving fast over being perfect, changing course quickly as needed. Like most successful teams, we love to have all-stars, but we understand it’s far more important to have great team players. As a result, we look for people who put the success of the team ahead of personal glory. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We’re looking for people who are relentlessly committed to winning because commitment to one another and the common goal is the most consistent and reliable path to recurring success.

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.

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