Report to: Technical Support Manager
Full responsibility for the following functional areas:
· Communicate with customers to support Atlona's numerous audio/video products
· Logs all customer technical support issues clearly into Zendesk ticketing system
· Address information requests with help center articles and Atlona resources
o Engage Tier 2 Engineer on issues not found in Atlona Help Center
· Escalate issues beyond basic extender troubleshooting–RMA/AR to Tier 2
· Triage support requests, set customer expectations, and queue tickets
· Assist Tier 2 and/or RMA team in processing RMA/AR for customers
· Might be required to be on rotational basis for weekend coverage
Education and Skills and Experience:
- Bachelor's degree or equivalent experience preferred
- Minimum of 1 year as an AV installer or technical support agent
- Knowledge of HDMI, EDID, RS232, IR, cabling (TP, UTP), and IP
- Certified Technology Specialist (CTS) or similar certification preferred but not required
- Experience with support ticketing system or CRM
- Detail oriented, self-motivated, and team player
- Superb written and oral communication skills
- Ability to work in a dynamic environment