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

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