Job description

At Symetrix no two days are the same. Working in an exciting fast-paced environment, you’ll be expected to work independently but as part of a full team and be able to quickly adapt to new technologies and a wide range of personalities.

We’re looking for a motivated self-starter who wishes to learn from others and grow their career in AV/IT industry.

Our Tier I Technical Support Specialist serves as the backbone to our award-winning technical support team. This role supports our customers and the technical support team by providing world class technical support for Tier 1 issues and expertly triaging advanced issues to the right teammate. The Support Specialist manages all RMA requests and documents critical support knowledge and process information. Your excellent written / verbal communication and interpersonal skills with a strong emphasis on customer service and follow-through will enhance our award-winning team.

Personal and professional attributes must include high ethical and professional standards, honesty, integrity, and self-motivation.

Responsibilities

• Provide world class Tier 1 technical support by researching, diagnosing, troubleshooting, and resolving customer issues in an accurate and timely manner via phone or case management system.
• Triage advanced support requests to appropriate team members.
• Provide case and queue management/triaging for Technical Support team.
• Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
• Manage RMA (return merchandise authorizations) requests and processing for hardware repair and replacement.
• Ensure the proper triage, root cause where appropriate, and data collection of returned product.
• Maintain CRM database with accurate information.
• Participate in ongoing process improvement projects or new product introductions.
• Create, update, and maintain all team documentation and standard operating procedures.
• Collaborate with team members to improve and ensure consistency of processes

Required Qualifications

• Motivated self-starter with ability to learn quickly and apply new knowledge effectively.
• Demonstrate the composure required to perform effectively under stressful situations.
• Excellent written and verbal communication skills in English.
• Expert in delivering phenomenal customer service and technical support.
• Ability to complete Symetrix Composer Basic Training and support Symetrix hardware and software.
• Ability to troubleshoot and resolve technical issues relating to Symetrix products and networks.
• Possess good problem solving and decision-making skills.
• Ability to clearly present technical information
• Familiarity with fundamentals of computer networking.
• Familiarity with Audio/Visual systems.
• Passion for preparing reference material for users by drafting operation instructions or other training materials.
• Proficiency in use of CRM databases and case management systems.
• Proficiency in use of Microsoft Office suite of applications.
• Team player with a passion for helping and supporting others.
• Ability to work daily in the Symetrix main office.
• Associates degree or related vocational degree/certificates.
• 2+ years related AV/IT industry experience.
• 1+ years customer-facing support/service experience.

Preferred Qualifications

• Experience with troubleshooting networks, configuring network switches, and other IT technologies.
• Demonstrated ability to independently support most Symetrix products.
• Programming certifications from the AV industry.
• One year related experience working with small to large scale network infrastructures, including VoIP, AoIP, and VLAN applications.
• Bachelors degree

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
We are implementing multiple levels of safety and disinfection processes to keep everyone safe.

Ability to commute/relocate:

• Mountlake Terrace, WA 98043: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• AV/IT: 2 years (Preferred)

Work Location: In person

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