What are the responsibilities and job description for the Technical Support/Audio Specialist Job at CIPE Solutions in Palm Beach Gardens position at CIPE Solutions?
Job Description
Job Description
About Cipe Solutions
We are a managed technology partner that specializes in solutions for national and large-scale multi-location QSRs (quick-service-restaurants), and retail organizations.
About the Role
The Technical Support / Audio Specialist is responsible for assisting our customer base across all ticket mediums; emails, calls, and external, and internal chats. This individual troubleshoots layer 1 on a customer’s network, along with entry to mid-level support on customers' alarms, phones, camera systems, streaming, and data cabling. Previous experience as an Audio Technician or Audio Engineer is required for this position. The Specialist will also escalate calls to a Tier 2 specialist when needed
Responsibilities
Ticket Management
Monitor and diligently address all assigned tickets in our ticketing system, ensuring timely resolution and maintaining a high level of customer satisfaction
Technical Assistance
Provide expert technical assistance for both hardware and software-related issues, demonstrating a deep understanding of systems and the ability to guide clients through problem-solving processes
Adherence to Policies and Procedures
Strictly adhere to departmental policies and procedures, ensuring consistency and compliance with established guidelines for effective and efficient support delivery
Multichannel Issue Resolution
Resolve client issues through various communication channels, including phone, email, and chat, employing effective communication skills tailored to each medium
Availability Management
Maintain 100% availability in phones and chat queues (internal and external) outside of approved breaks, ensuring a continuous and responsive support environment
Recommendations for Improvement
Proactively recommend hardware and software improvements based on identified patterns and recurring issues, contributing to the enhancement of overall system performance and
customer satisfaction
Issue Tracking and Documentation
Track customer issues and resolutions systematically, maintaining accurate documentation to facilitate knowledge sharing, trend analysis, and continuous improvement
Location & Commitments
- In Office / Hybrid Position (Palm Beach Gardens, FL)
- Full-time (38 - 40 hours)
- Schedule Created Monthly (Includes Nights and Weekends)
- Salary Range 46k-56k
- Full benefits including medical, dental, and vision
Qualifications
Audio Experience
Must have at least two years experience in 8ohm and 70v audio configurations. Experience in crown hardware and software preferred. Should be able to understand audio signal flow. Lastly, the individual needs to have had hands-on / field experience
IT Experience
Demonstrate a track record of previous experience in the IT field, showcasing a solid foundation in Information Technology
Customer Service Experience
Possess a minimum of 1 year of hands-on experience in customer service, emphasizing the ability to engage with customers effectively and deliver a high level of service
Multitasking Proficiency
Showcase a strong ability to multitask efficiently, managing multiple responsibilities concurrently to ensure optimal productivity and service delivery
Detail Orientation
Exhibit a highly detail-oriented approach to work, ensuring accuracy and precision in tasks such as issue resolution, documentation, and system configurations
Client Communication and Rapport Building
Demonstrate excellent interpersonal skills, including the ability to build rapport and communicate effectively with clients. A customer-centric approach is essential for positive client interactions
Troubleshooting and Critical Thinking
Display strong troubleshooting skills and critical thinking abilities, enabling the identification and resolution of technical issues in a systematic and efficient manner
Positive and Professional Demeanor
Maintain a consistently positive and professional demeanor, contributing to a positive work environment and enhancing interactions with both clients and colleagues
ConnectWise Manage PSA (Preferred)
While not mandatory, previous experience with ConnectWise Manage PSA is preferred. This experience highlights familiarity with tools that enhance operational efficiency in a support environment
The responsibilities outlined in this job description are not exhaustive and may evolve based on business needs. Additional duties may be assigned as necessary to support the organization’s objectives.
Company Description
We're CIPE Solutions. At our core, we're a managed technology partner that specializes in solutions for national franchised brands and multi-site organizations. We touch the lives of business owners by providing IT infrastructure that meets the needs of today's technology driven world.
Company Description
We're CIPE Solutions. At our core, we're a managed technology partner that specializes in solutions for national franchised brands and multi-site organizations. We touch the lives of business owners by providing IT infrastructure that meets the needs of today's technology driven world.