Technical Support Coordinator

Biamp • Beaverton, OR

4d • Onsite

About The Position

The Technical Support Coordinator (TSC) provides genuine and empathetic interactions with customers phoning Biamp for Technical Support. The TSC will engage with the caller to: 1) Determine the reason for the call 2) Open an electronic ‘case’ ticket, and 3) Populate the case ticket with the caller’s contact info, system description and issue details. The TSC will also assist with administrative activities such as creating Return Authorizations (RA’s).

Requirements

• 2-Year Degree or equivalent work experience
• 1 or more years experience in a customer-facing role
• 1 or more years related experience in AV
• Experience with networks and other IT technologies
• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint)
• Possess excellent English verbal and written skills
• Demonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methods
• Ability to work independently or in a team environment
• Strong interest in independent learning and research

Nice To Haves

• Proficiency in Spanish a plus

Responsibilities

• Speak clearly and compassionately with Biamp customers (including AV integrators, consultants, and administrators)
• Efficiently determine the reason for the phone call and dispatch to the best available resource (target call duration < 10 minutes)
• Accurately process and document customer interactions using our Customer Relationship Management (CRM) software
• Spend up to 6 hours per day on the phone
• Coordinate returns and repairs of Biamp products as needed
• Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate
• Have or quickly gain a working vocabulary of networking terms, audio and video technologies, and Biamp products
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances
• Other duties as assigned

Benefits

• Medical, Dental, and Vision
• 3 weeks annual PTO and 9 paid holidays
• 401(k) + matching
• Employer-paid base life insurance, short, and long-term disability
• Health savings accounts (with Biamp contribution) and flexible spending accounts
• Tuition reimbursement
• Charitable donation matching
• Discretionary company achievement bonus
• Referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree