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Customer Support Specialist

2 months ago

Boulder, Colorado, United States QSC Full time


Audio-Visual Technical Support Engineer

Job Overview

The Audio-Visual Technical Support Engineer provides specialized technical assistance to customers utilizing Q-SYS products throughout North America. This role is crucial in delivering expert diagnostics and troubleshooting for a variety of Q-SYS solutions, encompassing audio, video, networking, and third-party control integrations. The position also entails managing escalated issues and offering emergency support around the clock for Q-SYS products.

The ideal candidate will possess substantial experience with integrated and converged networked audio-visual and control systems across diverse environments, coupled with a solid understanding of live sound and cinema technology.


Compensation

Base Pay Range: $59,000 - $70,000. The compensation reflects the expected pay range for this position, which may vary based on job responsibilities, relevant experience, and geographic location. In addition to the base salary, QSC provides a comprehensive benefits package that includes health benefits, retirement plans, generous paid time off, and profit-sharing opportunities.


Company Overview

QSC has been at the forefront of innovative technology and exceptional audio-visual experiences for over 50 years. We are recognized globally for our pioneering solutions that enhance cinema, live performance audio, themed entertainment, and digital collaboration. Our team is dedicated to creating high-performance audio products, digital mixers, amplifiers, processors, and the Q-SYS software-based ecosystem.

At QSC, we foster a dynamic and collaborative work environment where creativity and innovation thrive. We encourage our employees to take initiative and explore new ideas, ensuring a culture that balances fun with hard work.


Key Responsibilities
  • Act as the primary point of contact for Q-SYS customers in North America, providing troubleshooting and diagnostic support for audio, video, control, and networking features.
  • Deliver exceptional service by ensuring prompt call handling and response times for key accounts.
  • Maintain accurate records of all support interactions in the customer relationship management system.
  • Communicate project status updates to management and clients, effectively addressing progress and issue resolution.
  • Enhance Q-SYS knowledge by developing training materials and knowledge base articles.
  • Provide after-hours support on a rotational basis, ensuring continuous availability for critical issues.
  • Manage escalations and crises effectively.
  • Offer guidance and mentorship to team members, including training new hires and frontline support staff.
  • Support partner management initiatives and other related programs.

Qualifications
  • Bachelor's degree or diploma in a technical or engineering field, or equivalent experience.
  • A minimum of 3 years of experience in customer or technical support, preferably in the AV integration sector.
  • Strong critical thinking and problem-solving skills, with the ability to apply training effectively.
  • Q-SYS Level I and Level II certification is required.
  • Certifications in Q-SYS Controls, Dante, CTS, CTS-I, or CTS-D are highly desirable.
  • In-depth knowledge of computer technologies, audio-video technologies, and audio over IP networking.
  • Experience with Unified Communications systems and third-party control integration is a plus.
  • Familiarity with Salesforce case management and collaborative tools such as Confluence and Jira is advantageous.
  • Excellent communication skills, both written and verbal, with strong interpersonal abilities.