Technical Support Representative, Enterprise & Video Collaboration (Santa Fe)

Job Summary

The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.

Primary Job Responsibilities

• Resolve escalated support tickets from our Tier 1 support team
• Assist Tier 1 support team by providing guidance to resolve tickets without escalation
• Provide ad-hoc feedback about trends, new issues, and the voice of the customer
• In periods of low technical support volume, assist with related projects
• Suggest process improvements when you see opportunities and dissent when you don’t agree

Knowledge and Skills

• Strong written and verbal communication skills
• Strong listening and comprehension skills
• Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others
• Experience adapting to solve problems when normal solutions break down
• Knowledge of PC and/or other non-AV system troubleshooting a plus
• Knowledge of computer networking and USB devices a plus
• Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms, or Google Meet software strongly preferred
• Ability to adapt within both work from home and in-office environments

Qualifications

• Minimum 3 years of experience in (AV) technical support capacity, with at least 1 year video‑conference (VC) troubleshooting experience
• Minimum 1 year of providing technical support via phone
• Fluent (written and spoken) in English and Spanish
• Strong and verifiable knowledge of customer care processes and techniques
• Demonstrated experience handling moderate-to-high phone call volume
• Experience with Salesforce/Oracle/Zendesk support ticketing systems
• Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts

Education

• 4-year degree or equivalent experience

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.