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Audio Visual Technical Support Specialist
2 months ago
**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 Compliance: 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: 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.
