Technical Support Specialist

Company: AVer Information
Location: Fremont
Posted on: March 16, 2023

Job Description:

Description Job Description The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization. This position and associated team is responsible for managing customer facing technical programs including; day to day customer service issues, phone support, Service Desk support, generate technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Technical Support Manager[RD1] . Responsibilities Manage and structure daily operations of first level Support for AVer's North & South America business. Answer phone calls, emails as well as manage the technical support platform on a daily basis. This includes handling RMA/DOA cases. Establish, maintain, measure, and continuously improve the process, infrastructure and environment to ensure efficient handling of normal and exceptional product incidents. Collaborate with sales, marketing and PMs to continuously enhance the total customer experience of all AVer customers. Work closely with cross functional teams to manage incident flow throughout the lifecycle, as ownership changes between support, development, sustaining and quality assurance, and assist in rolling-out fixes when they become available. Ensure that critical accounts are handled expeditiously and appropriately to solve the technical issue and to maintain or achieve customer satisfaction. Represent the customer post sales experience to all internal cross functional groups. Lead, mentor, attract, retain and manage junior Support Staffs to enable them to successfully accomplish their responsibilities. Position Requirements Job Requirements: 4+ years' experience working for a networking, ProAV or video communications company. Experience with the ProAV field. Specifically experience with video systems, broadcasts, and streaming is a plus. Thorough understanding of customer support operations, processes, and incident handling AS in Computer Engineering (or equivalent Enterprise IT experience) Excellent written and verbal communication skills in English Excellent customer relationship skills Results-focused, team-oriented individual with a strong work ethic Nice to have Skills and Experience A/V technologies lingo and know-how (Anything video and audio related, etc) USB camera, Streaming camera or any IP PTZ enabled camera systems. Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets. Networking (IP, WAN) and security expertise Knowledge of IP Networking, including routing protocols and videoconferencing applications Knowledge of more than one operating systems: Windows, Mac, Linux EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Keywords: AVer Information, Fremont , Technical Support Specialist, Other , Fremont, California