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AV Technical Support Expert

2 months ago

Irvine, California, United States MAXHUB Full time
Job Description

**Job Summary**

MAXHUB is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch support to our end-users, dealers, and rep firms.

Key Responsibilities:

  • Technical Support: Provide expert technical support via various communication channels to ensure seamless customer experience.
  • Customer Service: Deliver exceptional customer service skills, with a focus on resolving customer concerns and meeting customer requirements.
  • Problem-Solving: Utilize self-motivation and critical thinking skills to conduct research and problem-solve complex technical issues.
  • Case Management: Maintain and update customer information in a case management system, ensuring accurate and up-to-date records.
  • Documentation: Document each customer interaction in a case management system, providing a clear and concise record of support provided.
  • Follow-up: Follow up on outstanding items to ensure timely completion and resolution.
  • Performance Metrics: Meet or exceed company-set targets for support inquiries handled, response time, customer satisfaction score, and adherence to schedule.
  • Collaboration: Partner with other departments and field team members to resolve customer concerns and ensure seamless support.
  • Inventory Management: Maintain accurate warehouse inventories, ensuring timely restocking and minimizing stockouts.
  • Technical Knowledge: Continuously develop knowledge and skills pertaining to technical support, including reading technical manuals and staying up-to-date with industry developments.
  • Equipment Demonstration: Demonstrate the use of equipment to customers, providing clear and concise instructions.
  • Reporting: Send weekly support reports to the Sr. Technical Support Manager, providing a comprehensive overview of support activities.
  • Safety and Security: Operate all job site equipment in a safe and effective manner, minimizing the risk of injury, property damage, or loss of life.
  • Work Environment: Maintain workspaces, tools, and inventory in a neat, clean, and organized fashion, ensuring a safe and efficient work environment.
  • Communication Skills: Possess excellent verbal and written communication skills, with the ability to read, write, and interpret documents such as operating and maintenance instructions and procedure manuals.
  • Organizational Skills: Demonstrate highly organized, punctual, and capable of effective, efficient multi-tasking.
  • Additional Duties: Perform additional duties as needed, ensuring seamless support and exceptional customer experience.

Requirements:

  • Technical Support Experience: 4 years of technical support/customer service experience.
  • Location: Must be local and commute to the MAXHUB office in Lake Forest, CA.
  • Quality Focus: Strong focus on quality and customer service, with a commitment to delivering exceptional support.
  • Technical Knowledge: Solid knowledge of Microsoft Team Environments & licensing, as well as Microsoft and Android OS platforms.
  • Networking and Protocols: Understand networking and protocols, including updating firmware remotely.
  • AV Experience: Background working with Interactive Flat Panel (IFP) & Commercial Displays.
  • AV Equipment Experience: Experience with PTZ cameras, video bars, Bluetooth speaker phones, and peripherals.
  • Team Player: Strong team player with the ability to adapt to diverse team members.
  • Communication Skills: Excellent verbal and written communication skills.
  • Critical Thinking Skills: Exceptional critical thinking skills.
  • Attention to Detail: Detail-oriented, with a high level of attention to detail required.
  • Time Management: High level of time management, accountability, and prioritization skills.
  • Self-Motivation: Self-motivated, goal-oriented, and driven to accomplish department goals.
  • Problem-Solving: Ability to be organized, problem-solve, and be solution-oriented.
  • Microsoft Office: Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
  • CTS: CTS preferred.
  • Background Checks: Pass background checks and drug screening.