Technical Support Coordinator

Summary:

The Technical Support Coordinator (TSC) provides very human and empathetic interactions with customers phoning Biamp for Technical Support. The TSC will engage with the caller to: 1) determine the reason for the call; 2) Open an electronic ‘case’ ticket, and; 3) match the case or call to the best available resource. The TSC will also assist callers with initiating product returns either under warranty or for repair.

Essential Functions:

• Speak clearly and compassionately with Biamp customers (including AV integrators, consultants, and administrators)
• Project genuine empathy
• Efficiently determine the reason for the phone call, in order to dispatch that call to the best available human resource (target call duration < 10 minutes)
• Accurately process and record customer interactions using our Customer Relationship Management (CRM) software
• Quickly master our phone system (Genesys) for incoming phone queue management
• Spend up to 6 hours per day on the phone
• Coordinate returns and repairs of Biamp products as needed
• Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate
• Have or quickly gain a working vocabulary of networking terms, audio and video technologies, and Biamp products
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances
• Other duties as assigned

Qualifications

The following combination of experience, knowledge, and skills is desired:

• 2-Year Degree or equivalent work experience
• 1 or more years experience in a customer-facing role
• 1 or more years related experience in AV
• Experience with networks and other IT technologies
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)
• Possess excellent English verbal and written skills
• Demonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methods
• Ability to work independently or in a team environment
• Strong interest in independent learning and research
• Proficiency in Spanish a plus

Work Environment:

• Stand or sit for long periods
• In-Office Environment (not remote)