Technical Support Coordinator

Please note that we are not currently accepting resumes or additional support from talent agencies or third-party sources. Any resumes received from these sources will be considered unsolicited.We value integrity and clear communication with our partners, and appreciate your understanding in this matter.The role, at a glance:The Technical Support Coordinator (TSC) provides genuine and empathetic interactions with customers phoning Biamp for Technical Support. The TSC will engage with the caller to: 1) Determine the reason for the call 2) Open an electronic ‘case’ ticket, and 3) Populate the case ticket with the caller’s contact info, system description and issue details. The TSC will also assist with administrative activities such as creating Return Authorizations (RA’s).How you’ll contribute:Speak clearly and compassionately with Biamp customers (including AV integrators, consultants, and administrators)Efficiently determine the reason for the phone call and dispatch to the best available resource (target call duration < 10 minutes)Accurately process and document customer interactions using our Customer Relationship Management (CRM) softwareSpend up to 6 hours per day on the phoneCoordinate returns and repairs of Biamp products as neededIdentify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriateHave or quickly gain a working vocabulary of networking terms, audio and video technologies, and Biamp productsOrganize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstancesOther duties as assignedA successful candidate should have:2-Year Degree or equivalent work experience1 or more years experience in a customer-facing role1 or more years related experience in AVExperience with networks and other IT technologiesProficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)Possess excellent English verbal and written skillsDemonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methodsAbility to work independently or in a team environmentStrong interest in independent learning and researchProficiency in Spanish a plusWork Environment:Stand or sit for long periodsIn-Office Environment (not remote)What we offer:Medical, Dental, and Vision3 weeks annual PTO and 9 paid holidays401(k) + matchingEmployer-paid base life insurance, short, and long-term disabilityHealth savings accounts (with Biamp contribution) and flexible spending accountsTuition reimbursementCharitable donation matchingDiscretionary company achievement bonusReferral bonusesWho is Biamp?We make the world’s most extraordinary audio and video solutions. For over 50 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.About our company:At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us. #J-18808-Ljbffr Biamp Systems LLC