Ensure responsiveness and first-time resolution to customers’ requests for technical support
Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail
Collaborate with a team to resolve or escalate product issues when needed
Actively create and update knowledge base articles for internal and external uses
Actively listen to customers and use Salesforce to quickly capture accurate detailed notes for all customer interactions
Perform shift work and participate in an After-Hours rotation providing technical support up to 24/7 during non-business hours
Regularly participate in technical training on new products and systems

Associate degree required, bachelor’s degree preferred
Ideal majors contain course work in electronics, networking, or computers
Previously demonstrated ability to pick up technical concepts quickly
Demonstrated experience interacting with a variety of individuals in a positive, professional manner
Previous customer service and/or phone/call center experience preferred
Strong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systems
Fluent in English, written and verbal
Applicants must be 18 years of age or older

Audio Video Technical Support

Key skills