Technical Support Agent

Audio Enhancement•Apopka, FL

4d•Onsite

About The Position

At Audio Enhancement, we help empower learning in the classroom every day. We believe in what we do, and how we do it. We take care of each other, exceed our customers’ expectations, and build success through partnership, friendship, and trust—with our team members, partners, and customers. Team members who work hard, pursue excellence, and have a positive attitude can expect to grow with us as we grow. At Audio Enhancement, we’re looking for “lifers”—members of our Audio Enhancement family who believe in our mission, share our passion, and want to spend their careers making a difference in education. We are currently seeking a full-time Technical Support Agent for our Apopka, Florida office. This is an in-office position. This person will be a key member of our customer support team. Candidates will be working with an industry leader of emerging technology solutions for education. This position is responsible for troubleshooting moderately complex technical issues, providing technical assistance to installers, as well as processing repairs and warranty replacements. They will have the opportunity to work with clients from schools all over the country, playing a significant role in customer success and satisfaction – ultimately helping students and teachers. Successful candidates will have a troubleshooting background, outstanding people skills and a customer first attitude. Some AV knowledge is required.

Requirements

Strong communication skills to work with internal and external parties.
Ability to effectively troubleshoot over the phone or email.
Prior support experience.
Ability to work well as a member of a team, collaborating to find solutions.
Strong customer service skills.
Strong organizational skills.
Some AV and networking knowledge.

Responsibilities

Working with our wonderful customers, understanding their questions or concerns and helping to find the appropriate solutions.
Preparing and overseeing replacements or repairs for equipment issues to quickly address downtime and get systems back up and running ASAP.
Answering telephone calls, or email requests from customers.
Following up on unresolved tech support tickets.