Audio-Visual Support Specialist

1 week ago


Milwaukee, Wisconsin, United States TIER4 GROUP Full time
Position Overview

Role: Audio-Visual Support Specialist

Type: Onsite

Company: TIER4 GROUP

Overview: TIER4 GROUP is in search of a dedicated Audio-Visual Support Specialist who will deliver exceptional front-line assistance and solutions for issues reported by clients regarding our collaboration and video conferencing tools. The ideal candidate will have a solid technical foundation, be skilled in documentation, and possess excellent communication abilities, whether through email or phone.

Key Responsibilities:

  • Deliver technical assistance in a dynamic and high-pressure setting while managing multiple tasks and adjusting priorities as necessary.
  • Take ownership of customer inquiries, ensuring thorough resolution and the highest level of client satisfaction.
  • Provide support through various channels including tickets, phone, and video conferencing.
  • Identify opportunities to enhance user experience through knowledge articles, self-help resources, and FAQs.
  • Collaborate with engineering teams to troubleshoot issues and enhance system sustainability.
  • Explore innovative technologies to develop new solutions for existing challenges.
  • Address customer inquiries, replicate issues, resolve them, and escalate as needed.
  • Stay informed about new functionalities and compliance updates.
  • Document solutions in Knowledge Base articles.

Qualifications:

  • Bachelor's or Master's degree in Computer Science, Engineering, or a related field; significant technical experience will also be considered.
  • A minimum of 5 years in a technical support role.
  • Self-motivated with the ability to work independently while maintaining accountability for tasks.
  • Experience with collaboration platforms such as Zoom, RingCentral, Confluence, and Slack.
  • Familiarity with technologies supporting SaaS applications, including SOAP API, REST API, and SQL.
  • Proficiency with JIRA or similar agile project management tools.
  • Experience with CRM systems like SNOW or Zendesk.
  • Proven track record of collaborating with Technical and Network Operations teams to troubleshoot and resolve advanced support issues.
  • Strong communication skills, capable of adapting explanations to suit the audience's technical level.
  • A genuine enthusiasm for continuous learning and skill development in new technologies and processes.


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