We are seeking a proactive and customer-centric Support Agent to provide technical assistance and solutions to customers utilizing our AV and Unified Communications products. The Support Agent will serve as a key point of contact for troubleshooting, addressing customer inquiries, and ensuring smooth operation of our AV systems and software. This role demands strong communication skills, a problem-solving mindset, and a passion for delivering high-quality customer experiences. Core Values · Leadership – Lead with transparency, integrity, courage and heart. · Innovation – Fuel next-gen solutions through curious experimentation. · Knowledge – Achieve mastery via extreme learning and teaching. · Excellence – Work passionately to build a beloved company. · Relationship – Nurture amazing customer and partner relationships. · Convenience – Make it radically simple to do business with us. Key Responsibilities Customer Support Serve as the primary contact for customer technical issues via phone, email, and chat. Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment. Provide prompt and professional responses to customer inquiries, ensuring customer satisfaction. Technical Troubleshooting Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks. Escalate complex issues to higher-level support teams or OEMs as needed. Maintain documentation of technical support cases, including resolutions and follow-up actions. System Setup and Configuration Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems. Guide customers through product features and best practices for utilizing AV equipment. Ensure that all client systems are properly configured and tested prior to live use. Customer Training and Knowledge Sharing Provide remote training to customers on AV system use and troubleshooting. Develop and maintain knowledge base articles to assist customers with common technical issues. Share knowledge and updates on the latest technology trends and best practices with clients. Collaboration and Escalation Work closely with the AV Lead Installer and other team members to resolve complex technical problems. Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service. Escalate critical issues and system-wide problems to management and collaborate on resolutions. Requirements Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms. Skilled in technical troubleshooting of audio/video conferencing systems. Experienced in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality. Ability to convey technical information effectively to both technical and non-technical audiences A team player with strong organizational and multitasking abilities. Strong time management, organizational, communication, and interpersonal skills. A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations. Excellent problem-solving skills with the ability to think creatively to resolve technical issues. Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom. Extensive expertise in SBC, telephony setup, and configuration. Experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure. Proficient in troubleshooting with expertise in log analysis, PowerShell Familiarity with ticketing and tracking systems. Desired Experience · Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation. Knowledge of control systems, audio solutions, digital signage, and system integration. Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies. Experience in operating and supporting live events in corporate, hospitality, or major event venues. Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment. Certification - CTS, CTS-I or CTS-D equivalent
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