Helpdesk Specialist

Job Description

Position Summary

As a Helpdesk Specialist, you interact with clients through phone calls, emails, tickets, and chats related to supporting our products.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

- Client Interactions:

o Work with clients in supporting their products.

o Support ranges from simple questions to questions surrounding entire production systems, including their networks.

o Answer all client inquiries in a timely and efficient manner.

o Get a unit, set it up, and test the client's issue hands-on.

o Remote into client computers using Anydesk to fix the problems on the client's or the integrator's behalf.

- Hardware Testing:

o Testing all cameras that are returned for an RMA (Returned Merchandise Authorization)

o Decide to replace or repair returned cameras

- Camera Repairs:

o Repair all warranty and out-of-warranty cameras to the best of their ability

o Ensure accuracy when assessing and charging clients for work completed on their device

- Accitivate:

o Working within the inventory system Accitivate to set up RMA’s and track cameras to ensure they are accounted for when returned to our office for repairs.

- Compatibility and Bug Testing:

o Hardware and software testing to ensure products and firmware upgrades work correctly once they go out to a public setting.

o Test individual level when needed to support the clients.

- Working with other departments:

o Work closely with sales and fulfillment to ensure clients are taken care of promptly.

o Issue refunds with the purchasing team

o Following up with shipping to ensure the client receives a product within the required timeframe.

o Check with sales to see what additional support their clients may require.

- Pre-Sales Support:

o Entering orders as needed and answering questions for prospective clients.

- Organization:

o Keeping track of your correspondence with the clients to ensure no one gets forgotten during a support issue.

- Maintain a clean and organized work environment in compliance with safety regulations.

- Adhere to all company policies and procedures.

- Other duties as required by management.

Minimum Qualifications (Knowledge, Skills, and Abilities)

- Networking equipment; setup of routers and switches

- Working knowledge of TCP/IP networks

- Live broadcasting equipment, Live switchers, and software that help run video and audio during a production.

- Familiarity with various MAC and PC products to make remoting into a client's device seamless.

- Experience with AV installation hardware: Control processors, cameras, joysticks, audio solutions, displays, projectors, over-cat transmitters and receivers, etc.

Education and/or Experience

- Bachelor’s degree in engineering, Computer Science, or a related field.

- 2-3 years of Product Support experience– highly preferable in AV/IT or a similar industry

- Experience with PTZOptics and HuddleCamHD products preferred

Language and Mathematical Skills

- Ability to read and speak English and comprehend simple instructions.

- Excellent communication skills, both written and spoken

- Ability to solve basic mathematical equations

Reasoning Ability

- Demonstrate the ability to anticipate and solve practical problems or resolve issues.

- Ability to expertly navigate situations, solve problems, and create structure in a rapidly changing environment.

Physical Demands and Work Environment

The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

- Individuals may need to sit or stand as needed for an extended period.

- Reaching above shoulder height, below the waist, or lifting as required

Note

This job description in no way states or implies that these are the only duties to be performed by this position's employee(s). Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to accommodate individuals with disabilities reasonably.Company Description

We are a lean, agile, and innovative SMB operating at the intersection of Pro AV and Broadcast/Video Streaming technologies. While our culture is very family-like, it is fast-paced, collaborative, and entrepreneurial, encouraging employees to take initiative and contribute directly to our growth. We value data-driven decision-making and a commitment to delivering high-quality solutions and products to our customers worldwide.

Full-time