Technical Support for HDMI Matrix, Video Walls, Transmitter and Extenders over I

Position Overview:

We are seeking a dedicated Technical Support Agent to join our team. The ideal candidate will be passionate about technology and possess exceptional problem-solving skills to provide top-notch technical support to our valued customers. This role is pivotal in ensuring that our clients receive prompt and effective assistance with their audiovisual systems and equipment.

Responsibilities:

• Provide Expert Technical Support: Offer expert technical support to customers regarding a wide range of audiovisual products, with a focus on HDMI & HDBaseT matrix switchers, video walls, extenders, and interactive flat panels.
• Diagnose and Troubleshoot: Utilize in-depth knowledge of HDMI & HDBaseT technology to diagnose and troubleshoot technical issues related to matrix switchers, video walls, extenders, and interactive flat panels.
• Remote Assistance: Utilize remote assistance tools to provide real-time support to customers, guiding them through troubleshooting steps and resolving technical issues efficiently.
• Issue Resolution: Effectively resolve technical issues by identifying root causes and implementing appropriate solutions, ensuring minimal disruption to customer operations.
• Escalation Management: Identify complex technical issues that require escalation to higher-level support teams or field service technicians, providing detailed documentation to facilitate resolution.
• Documentation and Reporting: Accurately document all customer interactions, including issue resolution steps and troubleshooting procedures, in the company's ticketing system. Generate reports to track common technical issues and trends, providing insights for continuous improvement.
• Product Training: Provide product training and assistance to customers, empowering them to maximize the functionality and performance of HDMI & HDBaseT matrix switchers, video walls, extenders, and interactive flat panels.
• Stay Updated: Stay abreast of the latest advancements in audiovisual technology, particularly in HDMI & HDBaseT technology and related products, to provide up-to-date and relevant support to customers.
• Customer Satisfaction: Maintain a customer-focused approach, ensuring that all customer inquiries and issues are addressed promptly and satisfactorily, fostering long-term relationships and loyalty.
• Collaboration: Collaborate with internal teams, including sales, engineering, and product development, to share knowledge, provide feedback on product performance and customer requirements, and contribute to continuous product improvement efforts.
• Quality Assurance: Participate in quality assurance initiatives, including product testing and evaluation, to ensure that HDMI & HDBaseT matrix switchers, video walls, extenders, and interactive flat panels meet the highest standards of performance and reliability.
• Process Improvement: Identify opportunities for process improvement within the technical support department, suggesting enhancements to workflows, tools, and procedures to streamline operations and enhance customer satisfaction.