Technical Support Specialist

Position:

Technical Support Specialist

The Technical Support Specialist will perform various roles related to ensuring outstanding customer support is delivered. The call center specialist will answer incoming call queries from customers and help troubleshoot remotely. They will demonstrate strong knowledge of Audio/video products and solutions. The specialist will work with help desk manager to ensure adequate and accurate coverage of help desk support is always available; as well ensure best practices are enlisted when additional on site help is requested. The specialist may be asked to assist with other projects both internally and at external customer locations.

The responsibilities of the Technical Support Specialist include but are not limited to the following:

• Answer incoming calls and respond to customer emails in a timely manner.
• Provide technical insight to answer and resolve customer queries.
• Leverages all available resources to provide the best information.
• Follows all established processes regarding request for onsite service.
• Maintains awareness of those assigned to support the call queue.
• Appropriately escalates issues to supervisors.
• Routes call appriately as requested.
• Stays current on AV products and solutions serviced by the organization.
• Leverages remote desk top technology to assist with remote software installations
• Other related duties as assigned