Customer Technical Support Specialist, AV Solutions

Salary: $65,000 - 75,000 per year Requirements:

• 4+ years of experience with a networking, audio, or video conferencing company
• Experience in the video conferencing field; experience with video systems, broadcasts, or streaming is a plus
• Strong understanding of customer support operations, workflows, and incident management
• Associate degree in Computer Engineering or equivalent enterprise IT experience
• Excellent written and verbal communication skills in English
• Strong customer relationship skills
• Results-driven, team-oriented mindset with a strong work ethic
• 3+ years of experience in a call center environment
• Ability to respond to customer needs in a respectful, timely, concise, calm, patient, and professional manner
• 1 year of hardware troubleshooting experience
• 1 year of call center experience
• Preferred familiarity with audio/video terminology
• Preferred knowledge of USB cameras, streaming cameras, or IP PTZ camera systems
• Preferred experience with Windows PCs, Chromebooks, MacBooks, Android devices, and iPads
• Preferred networking and security expertise, including IP networking and WAN
• Preferred knowledge of routing protocols and videoconferencing applications
• Preferred experience with more than one operating system, such as Windows, Mac, or Linux

• Oversee and organize the daily operations of first-level support for our North and South America business
• Answer phone calls, respond to emails, manage the technical support platform, and handle RMA/DOA cases
• Build, maintain, measure, and continuously improve support processes, infrastructure, and environment to ensure efficient handling of product issues
• Partner with sales, marketing, field application engineers, and product managers to improve the customer experience
• Work with cross-functional teams to manage incident flow across support, development, sustaining, and quality assurance
• Help coordinate the rollout of fixes when they become available
• Ensure critical accounts are handled quickly and appropriately to protect customer satisfaction
• Represent the post-sales customer experience to internal cross-functional teams
• Lead, mentor, recruit, retain, and manage junior support staff so they can succeed in their roles

• Android
• Flow
• Hardware
• Incident Management
• Support
• Marketing
• Security
• Windows
• Linux
• MacBook

More:

We are AVer, an award-winning technology company founded in 2008 that provides video collaboration camera solutions designed to improve productivity and enrich learning. We focus on helping people connect through technology and are committed to delivering service and support that exceeds customer expectations. We also maintain a strong commitment to our community, the environment, and green business practices. This is a hands-on leadership role reporting to our Technical Support Manager, supporting our North and South America business from a remote work location. The role is full-time, with a pay range of $65,000 to $75,000 per year and benefits including 401(k), dental insurance, health insurance, paid time off, and vision insurance.

last updated 38 week of 2026