Job Overview:
The Customer Support Specialist (CSS) is part of the Support Services team. The CSS works closely with customers and colleagues to produce an exceptional customer experience when servicing their audio-visual systems. The CSS provides support, via phone, email, and remote support software, by coordinating an on-site service appointment, and escalation of the case. The primary role of the CSS is to provide an initial means of support for the customer by discovering information about the reported issue and steps that lead to resolution. Proper communication, note-taking, and critical thinking are paramount to success in the CSS role. The CSS will maintain consistent communication levels with the customer and any additional support personnel throughout the case lifecycle. A CSS maintains a customer-centric mindset.

The ideal candidate is someone who enjoys problem-solving while creating an exceptional customer experience. The Customer Support Specialist must be capable of working independently and as a team. Excellent communication and time-management skills are essential.

Responsibilities:

· Communication with customers in an empathetic, warm, and thorough way. (Customer-centric)

· Read and interpret installation drawings and technical documentation (Signal flows, facilities diagrams, etc.)

· Maintain and update any stored assets related to configuring systems, this includes drawings, network information, firmware, software, etc.

· Basic network troubleshooting. IT network switch configuration and configuring IP settings on devices as needed.

· Understand Dante audio subscriptions as needed.

· Validate EDID tables and configure EDID settings on devices as needed.

· Configure settings on devices per documented scope of work and verify equipment operates as intended.

· Validate video routes and scale as needed.

· Load audio DSP files and confirm signal is passing. Make minor adjustments as needed.

· Load control system files and confirm the system is operating as intended.

· Guide Customers and educators in the use of Complex AV technology hardware and software.

· Adhere to process documents for best methods and practices.

· Respond to an assigned ticket within 1hr of the assignment.

· Not exceed 72hrs between communications with customers who have an open service case.

· All communications with customers should be structured and professional with minimal technical jargon or slang while maintaining a customer-centric mindset.

· Provide customers with timely updates for service work performed on their systems and “After Service Reports” at the time of case resolution.

· Provide feedback to the customer support engineering department when field issues are discovered to promote continual improvement.

· Provide feedback to the executive team and department managers on improvements that can be made.

· Assist technicians with manufacturer return authorization (RA) follow-ups and paperwork.

· Accurately track time to each project/case using provided web and mobile apps.

· Participate in required meetings.

· Assists in department improvement via special projects.

· Available for after-hours/on-call rotation.

· Possibility of up to 10% travel.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Experience level:

• 4 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Application Question(s):

• Do you know about Crestron and Biamp audio visual equipment manufacturers?

Work Location: Hybrid remote in Mesa, AZ 85204