Technical Support Specialist

Position Overview

AVer is seeking an Audio/Video Technical Support Specialist in a Call Center environment that will be responsible for building and managing the people, process, infrastructure, and environment necessary to support a world-class customer focused technical support and customer service organization. This position and associated team are responsible for managing customer facing technical programs including day-to-day customer service issues, phone support, service desk support, generate technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Technical Support Manager.

About AVer Information

Founded in 2008, AVer is an award-winning provider of technology and video collaboration camera solutions that improve productivity and enrich learning. AVer s solutions leverage the power of technology to help people connect with one another to achieve great things. We strive to provide industry leading service and support that exceeds our customer's expectations. We are also deeply committed to our community, the environment and employ stringent green processes in all we do. To learn more about AVer visit our website at averusa.com.

Job Responsibilities:

Manage and structure daily operations of first level support for AVer s North & South America business.

• Answer phone calls, emails, manage the technical support platform on a daily basis, and manage RMA/DOA cases.
• Establish, maintain, measure, and continuously improve the process, infrastructure, and environment to ensure efficient handling of normal and exceptional product incidents.
• Collaborate with sales, marketing, FAEs and PMs to continuously enhance the total customer experience of all AVer customers.
• Work closely with cross functional teams to manage incident flow throughout the lifecycle as ownership changes between support, development, sustaining, and quality assurance; and assist in rolling-out fixes when they become available.
• Ensure that critical accounts are handled expeditiously and appropriately to solve technical issue s and to maintain or achieve customer satisfaction.
• Represent the customer post sales experience to all internal cross functional groups.
• Lead, mentor, attract, retain, and manage junior support staff to enable them to successfully accomplish their responsibilities.

Job Requirements:

• 4+ years experience working for a networking, audio and video conference company.
• Experience with the video conference field. Specifically experience with video systems, broadcasts, and streaming is a plus.
• Thorough understanding of customer support operations, processes, and incident handling
• AS in Computer Engineering preferred (or equivalent Enterprise IT experience)
• Excellent written and verbal communication skills in English
• Excellent customer relationship skills
• Results-focused, team-oriented individual with a strong work ethic
• 3+ years experience working within a Call Center environment
• With customer satisfaction at the forefront of all actions, the tech support responds to the needs of the caller in a respectful, timely and concise manner, asks probing questions to identify concerns, being polite, well-spoken, calm, patient and presentable at all times.

Preferred Qualifications:

• A/V technologies lingo (Anything video and audio related, etc.)
• Knowledge of USB camera s, streaming cameras, or any IP PTZ enabled camera systems.
• Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets.
• Networking (IP, WAN) and security expertise.
• Knowledge of IP Networking including routing protocols and videoconferencing applications.
• Knowledge of more than one operating systems: Windows, Mac, Linux

AVer Information is an equal opportunity employer and we do not discriminate based on gender, race, color, religion, age, mental or physical disability, medical condition, genetic information, sex, sexual orientation, gender identity and expression (LGBTQIA), national origin, marital or domestic partner status, veteran status, or any other characteristic protected under federal or state laws or local ordinances or regulations.