AV Support Specialist
6 days ago
We are seeking a highly skilled AV Support Specialist to join our team at Apex Systems. As a Technical Support Engineer, you will be responsible for providing front-line support and solutions to issues customers report for our meeting, video conferencing, and collaboration tools.
Key Responsibilities- Provide technical support in a fast-paced, high-pressure environment while multi-tasking, and 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.
- Identify ways to improve the user experience with knowledge articles, self-help, and FAQs.
- Work with engineering teams to troubleshoot issues and improve sustainability.
- Experiment 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.
- BA, BS, or MS in Computer Science, Engineering, or related field.
- 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.
- 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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