Technical Support/Audio Specialist

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.

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.