Tier4 Group
Audio Visual Technician (2454608)
Tier4 Group, Milwaukee, Wisconsin, United States,
Our Fortune 100 Client is seeking a hardworking Technical Support Engineer (AV Support Technician) who will provide front-line support and solutions to issues customers report for our meeting, video conferencing and collaboration tools (Zoom, RingCentral Confluence, Slack, AVHQ, etc). An ideal candidate will possess a proven technical background, adept at creating documentation, a proficient troubleshooter, and an excellent email or phone communicator.
Primary Duties & Responsibilities:Provides technical support in a fast-paced, high-pressure environment while multi-tasking, and, or re-prioritizing efforts as needed.Analyze, own, and drive customer issues from start to finish to ensure the highest level of client satisfaction.Provide support via tickets, phone, and video calls.Identifying ways to improve the user experience with knowledge articles, self-help, and FAQs.Working with engineering teams to troubleshoot issues and improve sustainability.Experimenting with innovative technologies to find new ways of solving problems.Answer customer questions, reproduce, solve, resolve, and escalate issues as necessary.Maintain product knowledge of new functionality and compliance changes.Document solutions into Knowledge articles
Bring your Best! What this role needs:BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.Minimum of 5 years of technical support experience.A self-starter with the ability to work independently, yet able to account for their activity.Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack)Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQLExperience with JIRA or other agile toolsExperience with SNOW, Zendesk or similar CRMExperience with both phone and in person supportConsistent track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.Good communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely.Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.
Primary Duties & Responsibilities:Provides technical support in a fast-paced, high-pressure environment while multi-tasking, and, or re-prioritizing efforts as needed.Analyze, own, and drive customer issues from start to finish to ensure the highest level of client satisfaction.Provide support via tickets, phone, and video calls.Identifying ways to improve the user experience with knowledge articles, self-help, and FAQs.Working with engineering teams to troubleshoot issues and improve sustainability.Experimenting with innovative technologies to find new ways of solving problems.Answer customer questions, reproduce, solve, resolve, and escalate issues as necessary.Maintain product knowledge of new functionality and compliance changes.Document solutions into Knowledge articles
Bring your Best! What this role needs:BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience.Minimum of 5 years of technical support experience.A self-starter with the ability to work independently, yet able to account for their activity.Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack)Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQLExperience with JIRA or other agile toolsExperience with SNOW, Zendesk or similar CRMExperience with both phone and in person supportConsistent track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations.Good communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely.Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge.