Technical Support Specialist – UK Job at Biamp Systems in London

Job Description

The Technical Support Specialist provides technical support, advice, and assistance to Biamp’s customers (including AV integrators, consultants, and administrators) regarding AV hardware and software systems. Daily activities include troubleshooting both simple and complex AV systems through conversation with customers, exploration of programming files, recreation of customer systems in test lab, and listening to AV spaces over the phone. Our ideal candidate is looking for a long-term fit at Biamp Systems, with continued growth and increasing responsibilities. Occasional travel within Europe and to the USA will be required.

Essential Functions:
Provide technical support to customers via phone, email, and chat

Coordinate returns and repairs of Biamp products as necessary

Troubleshoot, diagnose, and resolve technical hardware and software issues involving network connectivity, VoIP, poor audio/video quality, and more.

Provide design advice to customers that are designing AV systems with Biamp products

Identify and escalate priority issues to Applications Engineers

Accurately process and record call customer interactions using tech support case tracking software

Maintain and/or develop expertise in audio and video concepts and technologies, as well as other skillsets required within the professional AV industry

Organize ideas and communicate oral and written messages that are appropriate to audiences and circumstances

Follow up and make scheduled call backs to customers where necessary

Secondary Functions:
Create and edit technical documentation

Assist in occasional proofreading and revision of technical documentation, online training courses, and online knowledgebase articles

Assist in maintaining organization and functionality of department’s test rack equipment

Other duties as assigned by your Supervisor

Job Qualifications

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

0-2 years’ experience in a customer support/service role

Experience, interest, and/or serious passion for professional audio, video, or networking systems a plus

Professional AV background a plus

IT technical support and/or networking experience a plus

Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, SharePoint, Visio, and others)

Possesses excellent verbal and written skills in English

Demonstrates excellent organizational and interpersonal skills, and is able to work effectively with people of diverse backgrounds and diffuse challenging situations using acceptable and appropriate methods

Able to multi-task and be flexible in a dynamic work environment while maintaining strong attention to detail

Ability to work independently and in a team environment

Strong interest in independent learning and research a plus

Up to 5% travel may be required

Work Environment:
Occasional travel

Based at Biamp’s London office

Compensation and Benefits:
Competitive pay based on experience and qualifications

About the Company

Company: Biamp Systems

Company Location:  London

Estimated Salary:

About Biamp Systems