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 primarily provides very human and empathetic interactions with customers phoning Biamp for Technical Support. The Coordinator will engage with the caller to:

• Determine the reason for the call
• Open an electronic case ticket
• Match the case or call to the best available resource

The Technical Support Coordinator will also assist callers with initiating product returns either under warranty or for repair.

How you'll contribute:

• Speak clearly and compassionately with Biamp customers (including AV integrators, consultants, and administrators), projecting genuine empathy and a results-focused demeanor

• Efficiently determine the reason for the phone call, in order to dispatch that call to the best available Biamp resource (target call duration < 10 minutes) 

• Accurately process and record customer interactions using our Customer Relationship Management (CRM) software 

• Efficiently master our phone system (Genesys) for incoming phone queue management 

• Coordinate returns and repairs of Biamp products as needed 

• Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate 

• Have or quickly gain a working vocabulary of networking terms, audio and video technologies, and Biamp products 

• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances 

• Other duties as assigned by your manager

A successful candidate should have:

• A 2-year degree in a relevant field or commensurate work experience 

• 1 years of experience in a customer-facing role 

• 1 years of related experience in AV is a plus

• Experience with networks and other IT technologies 

• Proficient in Microsoft Office Suite (Outlook, Word, Excel, and SharePoint) 

• Possess excellent English verbal and written skills 

• Demonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methods 

• Ability to work independently and in a team environment 

• Strong interest in independent learning and research 

• Proficiency in Spanish a plus 

Work environment: 

• This is an onsite position based in Beaverton, OR.

• Routine use of standard office equipment, sit or stand for long periods of time, including prolonged phone usage (up to 6 hours)

What we offer:

• Medical, Dental, and Vision 

• 3 weeks annual PTO and 9 paid holidays 

• 401(k) matching 

• Employer-paid base life insurance, short, and long-term disability 

• Health savings accounts (with Biamp contribution) and flexible spending accounts 

• Tuition reimbursement 

• Charitable donation matching

• Discretionary company achievement bonus

• Referral bonuses 

Who is Biamp?

We make the world’s most extraordinary audio and video solutions. For over 40 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.