Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Technical Support Engineer delivering regional support for Q-SYS products in North America. Offering diagnostic support, maintaining records, and developing training materials.
Responsibilities
- Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications.
- Provide assistance via phone, email, and chat.
- Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
- Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).
- Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
- Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
- Escalation/Crises management.
- Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
- Lead Partner management support and other programs as required.
Requirements
- Reside within a commutable distance to Costa Mesa, CA to attend in-office days as scheduled
- Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience
- Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems
- Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties
- Q-SYS Level I and Level II certification is highly desirable
- AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable
- An understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony is a plus
- Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus
- Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus
- Excellent written, verbal, presentation, interpersonal, communication and phone skills
Benefits
- Health care
- Dental coverage
- Vision plans
- 401K benefits
- Commissions/incentive compensation depending on role
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