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

REQUIRED - Education and Skills and Experience:
• Bachelor's degree in Electrical Engineering or equivalent experience
• Minimum of 1 year as an AV installer or technical support agent
• Knowledge of HDMI, EDID, RS232, IR, cabling (TP, UTP), and IP
• Certified CTS General or other – preferred (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

 

Location: this role is remote eligible.