You will stay in close contact with Atlona’s channel partners and their customers (resellers, system integrators) and assist them in promoting, selling, supporting and providing training for Atlona’s product range. Sales support is a key requirement for Atlona to successfully sell its solution to the Pro/AV market. Atlona is seeking a highly motivated and dedicated team player. You enjoy communicating and interacting with other persons, you are accessible and come with a strong will to help.

 

You will be in charge of the RMA processing, thus looking after defective and returned product, testing these products, conducting basic repairs, and re-packaging the products to stock. You will be part of the International Technical Support team and work closely with the team at IHQ in Dübendorf/Switzerland as well as with the teams at HQ in San Jose/USA.

 

Support International will be responsible for following tasks:

 

·         Telephone and email support for Atlona’s partners and customers

·         Handle support cases and RMA requests

·         Coordinate replacements

·         Re-package and re-stock repaired products

·         Internal escalation where necessary

·         Case reporting (ticketing system in Netsuite CRM)

·         Support of sales team for marketing activities such as exhibitions, road shows, customer events Pre-sales support

·         Project support

·         Solutions design

·         Provide input and guidance for the creation of operations manuals for new products

·         Conduct beta testing of new products

·         Occasional onsite visits to troubleshoot and assist Atlona customers

Other duties as assigned


Required Experience

  • Minimum 4 years’ experience providing audio and video technical support, design and equipment set-up
  • Strong verbal and written communication skills
  • Good technical presentation and training skills
  • A serious and enthusiastic desire to provide reliable customer service
  • Experience with AV networking
  • Advanced knowledge of Digital AV distribution systems
  • Previous experience with installing and configuring HDMI Matrix routers, HDBaseT systems, Video over IP system, Control Systems from Crestron, AMX or Extron.
  • Good computer and networking skills including working knowledge of MS Office applications
  • CCNA, CTS or other industry qualifications is an advantage

·         Experience in technical support / project management in the ProAV or related market

·         Proven track record and experience in customer facing technical support

·         Understand the needs of a sales channel, being customer driven

·         Dynamic, young spirited personality

·         Team player by all means

·         Ability to work independently and show self-initiative

Fluent in English (oral and written), at least one other language, more language(s) advantage

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