AV Technical Support Specialist

2 weeks ago


Boulder, Colorado, United States QSC Full time


AV Technical Support Specialist

Job Overview

The AV Technical Support Specialist provides regional assistance to Q-SYS clients throughout North America. This role is pivotal in executing thorough diagnostics and troubleshooting for Q-SYS offerings, which encompass audio, video, networking, and third-party control integrations. Responsibilities also include managing escalated inquiries and delivering emergency support around the clock for Q-SYS products. The ideal candidate will possess substantial experience with integrated and converged networked AV&C products across diverse ecosystems, along with a solid grasp of live sound and cinema markets.


Compensation and Benefits

Base Pay Range: $59,000 - $70,000
We will be accepting applications until a final candidate is identified. The aforementioned reflects the compensation range that QSC reasonably anticipates for this position. This range is influenced by various factors, including 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 time off, and profit sharing.


Company Overview

QSC has been at the forefront of innovative technology and captivating 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 expertise lies in designing and manufacturing high-performance loudspeakers, digital mixers, power amplifiers, audio processors, and the Q-SYS software-based audio, video, and control ecosystem.


Work Environment

Joining the QSC team means engaging in a challenging, collaborative, and innovative atmosphere. We encourage our employees to take ownership, think creatively, and explore new possibilities. Our culture is dynamic yet casual, fostering cross-functional teamwork to create memorable audio-visual experiences that bring joy to audiences worldwide. At QSC, we believe that fun and hard work go hand in hand.


Key Responsibilities
  • Act as the Voice of the Customer for Q-SYS North America, providing troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features.
  • Deliver exceptional call-handling and response times to key accounts, ensuring outstanding service delivery.
  • Thoroughly resolve all issues while maintaining accurate records in the CRM system.
  • Provide regular updates on project status to management and clients, effectively communicating progress and resolutions.
  • Enhance Q-SYS knowledge by developing Knowledgebase articles and training materials as needed.
  • On a rotational basis, offer 24/7 after-hours support via telephone or online methods.
  • Manage escalations and crises effectively.
  • Provide informal technical guidance and mentorship to team members, including training new hires.
  • Support partner management and other programs as required.

Qualifications
  • Bachelor's degree or diploma in a technical or engineering discipline, or equivalent experience.
  • A minimum of 3 years in Customer Support or Technical Support, preferably in customer-facing roles within the AV&C Integration industry.
  • Ability to apply critical thinking and problem-solving skills based on training provided by Q-SYS.
  • Q-SYS Level I and Level II certification is required.
  • Certifications in Q-SYS Controls 101, Control 201, Video 101, and Quantum are highly desirable.
  • AV industry certifications such as Dante, CTS, CTS-I, or CTS-D are advantageous.
  • In-depth understanding of computer technologies, audio video technologies, audio over IP networking, and DSP technology.
  • Experience with Unified Communications systems and third-party control integration is a plus.
  • Familiarity with Salesforce Case Management and collaborative tools like Confluence and Jira is beneficial.
  • Excellent communication skills, both written and verbal, along with strong presentation abilities.


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