Technical Support Specialist II

The role, at a glance:

The Technical Support Specialist provides technical support, advice, and assistance to Biamp’s customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems. Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in a test lab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit at Biamp, with continued growth and increasing responsibilities.

How you'll contribute:

• Provide technical support to customers via phone, email, and chat

• Coordinate returns and repairs of Biamp products as necessary

• Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more

• Identify and escalate priority issues to Applications Engineers and other groups where appropriate

• Accurately process and record customer interactions using tech support case tracking software

• Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry

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

• Follow up and make scheduled call backs to customers where necessary

• Offer alternative solutions where appropriate with the objective of retaining customers’ business

• Work with cross-functional teams to provide advice and guidance on new product development and industry trends

You'll also support with:

• Participating in trade shows and assist with customer visits where needed

• Assisting Applications Engineers as needed to test and improve Biamp products and processes

• Writing, proofreading and revising technical documentation, training courses, and online knowledgebase articles

• Maintaining organization and functionality of department’s test rack equipment

• Other duties as assigned by your Supervisor/Manager

A successful candidate should have:

• Bachelor’s Degree or equivalent work experience

• 2-4 years related work experience in AV

• 1 or more years customer-facing support/service experience a plus

• Experience with designing/troubleshooting networks, configuring network switches, and other IT technologies is a plus

• Ability to independently support multiple Biamp products and platforms

• Certified Technical Specialist (CTS) certification or approved AV industry certification preferred

• Familiarity with fundamentals of computer networking; networking certification and/or training a plus

• Proficiency in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)

• Possession of excellent verbal and written skills in English

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

• Ability to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail

• Ability to work independently and in a team environment

• Strong interest in independent learning and research a plus

• Up to 10% travel may be required

• Proficiency in Spanish a plus

Work Environment:

• Stand or sit for long periods

• Office Environment

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 profit-sharing 

• 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.