Av Support Technician

1 month ago


Milwaukee, United States TIER4 GROUP Full time
Job DescriptionJob Description

Title: Technical Support Engineer (AV Support Technician)

Location: Milwaukee, WI

Type: Onsite

Duration: August 2024 - August 2025

Perks: Competitive Rates, Benefits, free daily lunch when onsite


Our Fortune 100 Client is seeking a hardworking Technical Support Engineer (AV Support Technician) who will provide front-line support and solutions to issues customers report for our meeting, video conferencing and collaboration tools (Zoom, RingCentral Confluence, Slack, AVHQ, etc). An ideal candidate will possess a proven technical background, adept at creating documentation, a proficient troubleshooter, and an excellent email or phone communicator.

Primary Duties & Responsibilities:

  • Provides technical support in a fast-paced, high-pressure environment while multi-tasking, and, or re-prioritizing efforts as needed.
  • Analyze, own, and drive customer issues from start to finish to ensure the highest level of client satisfaction.
  • Provide support via tickets, phone, and video calls.
  • Identifying ways to improve the user experience with knowledge articles, self-help, and FAQs.
  • Working with engineering teams to troubleshoot issues and improve sustainability.
  • Experimenting with innovative technologies to find new ways of solving problems.
  • Answer customer questions, reproduce, solve, resolve, and escalate issues as necessary.
  • Maintain product knowledge of new functionality and compliance changes.
  • Document solutions into Knowledge articles

Bring your Best What this role needs:

  • BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.
  • Minimum of 5 years of technical support experience.
  • A self-starter with the ability to work independently, yet able to account for their activity.
  • Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack)
  • Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQL
  • Experience with JIRA or other agile tools
  • Experience with SNOW, Zendesk or similar CRM
  • Experience with both phone and in person support
  • Consistent track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.
  • Good communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely.
  • Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.



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