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Technical Support Specialist

AVer Information Inc.

Technical Support Specialist

Sunnyvale, CA +3 locations
Full Time
Paid
  • Responsibilities

    Job Description

    Technical Support Specialist

    JOB DESCRIPTION

    The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization. This position and associated team is responsible for managing customer facing technical programs including; beta testing, technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Sr. Operations Manager.

    RESPONSIBILITIES

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

    • Answer phone calls, emails as well as manage the technical support platform on a daily basis.
    • 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 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 life-cycle, 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 the technical issue 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 Staffs to enable them to successfully accomplish their responsibilities.

    QUALIFICATIONS

    • 2+ years experience working for a networking, Pro-AV or video communications company.
    • Thorough understanding of customer support operations, processes, and incident handling
    • AS in Computer Engineering (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.

    Nice to have Skills and Experience

    • A/V technologies lingo and know-how (Anything video and audio related, etc)
    • USB camera, Streaming camera 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 Inc. is an equal opportunity employer

    Company Description

    AVer is an award-winning provider of visual collaboration and education technology solutions that improve productivity and enrich lives. From accelerating learning in the classroom to increasing competitive advantage for businesses, AVer solutions leverage the power of technology to help people connect with one another to achieve great things. Our product portfolio includes Interactive Flat Panels, USB Video Conferencing Camera Systems, Document Cameras as well as Sync and Charge Solutions for Mobile Devices. 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.

  • Locations
    Sunnyvale, CA • Fremont, CA • Hayward, CA • San Jose, CA