Client Support Technician

Client Support Technician
Kensington, MD

MUST:
2+ years of experience in client/customer service, preferably in the Audio/Video industry
Strong familiarity with electronic systems including current AV technologies, security systems and/or network/IT technology
Strong technical prowess and problem-solving comes naturally.
Possesses strong communication and excellent service standards

DUTIES:
Answer Client Support phone line and inbox
Provide technical assistance and answer users' questions by applying knowledge of software, hardware, and procedures to solve AV equipment issues
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
Troubleshoot with field sales engineers through calls, emails, and/or other communication regarding software programming, connectivity, and similar concerns
Create, schedule and perform service calls
Attend daily Client Services Team Huddles
Follow-up with clients regarding tickets completed to ensure satisfaction
Provide daily (as changes occur) and weekly status updates to clients on long-running service tickets
Maintain client system documentation files, updating as changes are made
Communicate with equipment manufacturers to process return merchandise authorization ("RMAs") and repairs
Promote upsell and renewal of service agreements
Build and maintain relationships with customers

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.