Technical Support Specialist II

4 days ago

Beaverton, Oregon, United States Biamp Systems Full time
About the Role:

The Technical Support Specialist II at Biamp Systems provides expert technical support, advice, and assistance to customers regarding audiovisual hardware and software systems. Daily activities include troubleshooting complex AV systems, coordinating returns and repairs, and providing design advice to customers. Our ideal candidate is looking for a long-term fit at Biamp, with continued growth and increasing responsibilities.

Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat
  • Coordinate returns and repairs of Biamp products
  • Troubleshoot, diagnose, and resolve technical hardware and software issues
  • Provide design advice to customers
  • Identify and escalate priority issues to Applications Engineers and other groups
  • Accurately process and record customer interactions using tech support case tracking software
  • Develop and strengthen expertise in audio and video concepts and technologies
  • Organize ideas and communicate oral and written messages
  • Follow up and make scheduled call backs to customers
  • Offer alternative solutions to retain customers' business
  • Conduct customer training seminars
  • Work with cross-functional teams to provide advice and guidance on new product development and industry trends
Additional Responsibilities:
  • Participate in trade shows and assist with customer visits
  • Assist Applications Engineers as needed to test and improve Biamp products and processes
  • Write, proofread, and revise technical documentation, online training courses, and online knowledgebase articles
  • Maintain organization and functionality of department's test rack equipment
  • Perform other duties as assigned by your Supervisor
Requirements:
  • Bachelor's degree or equivalent work experience
  • 2 to 4 years of related work experience in AV
  • 1 or more years customer-facing support/service experience a plus
  • Experience with designing/troubleshooting networks, configuring network switches, and other IT technologies a plus
  • Demonstrated ability to independently support most Biamp products and platforms
  • Certified Technical Specialist (CTS) certification or approved AV industry certification preferred
  • Familiarity with fundamentals of computer networking; networking certification and/or training a plus
  • Proficiency in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)
  • Excellent verbal and written skills in English
  • Excellent organizational and interpersonal skills
  • Ability to multi-task and be flexible in a dynamic work environment
  • Ability to work independently and in a team environment
  • Strong interest in independent learning and research a plus
Work Environment:
  • This is an onsite position based in Beaverton, OR
  • Stand or sit for long periods
  • Office environment
  • Up to 10% travel may be required
What We Offer:
  • Medical, Dental, and Vision
  • 3 weeks annual PTO and 9 paid holidays
  • 401(k) + matching
  • Employer-paid base life insurance, short, and long-term disability
  • Health savings accounts (with Biamp contribution) and flexible spending accounts
  • Tuition reimbursement
  • Discretionary profit-sharing
  • Referral bonuses
  • Charitable donation matching
About Biamp Systems:

We make the world's most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.

As we grow to meet our customers' needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:

Biamp connects people through extraordinary audiovisual experiences

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