Technical Support Engineer

About the role

The Tech Support Engineer role involves resolving technical support issues, primarily focusing on AV hardware and software, from business customers and handling escalations from Tier 1 team members. Your Contribution: - 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. Your Qualifications and Skills: - Minimum 3 years of experience in AV technical support capacity, with at least 1-year video-conference troubleshooting experience. - Fluent in English, with strong written and verbal communication skills. - Strong and verifiable knowledge of customer care processes and techniques. - Experience with Salesforce/Oracle/Zendesk support ticketing systems. - Experience with one or more VC software services: Zoom, Skype, Google Hangouts. - Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes and procedures, and handle moderate-to-high phone call volumes.