AV Support Tech – St. Petersburg, FL

We are seeking a proactive and customer-centric Support Agent to provide technical assistance and solutions to customers utilizing our AV and Unified Communications products. The Support Agent will serve as a key point of contact for troubleshooting, addressing customer inquiries, and ensuring smooth operation of our AV systems and software. This role demands strong communication skills, a problem-solving mindset, and a passion for delivering high-quality customer experiences.

Core Values:

  • Leadership – Lead with transparency, courage and heart.
  • Agility – Be agile, flexible, and focused
  • Innovation – Evolve faster than the technology
  • Curiosity – Explore, learn and share every day
  • Excellence – Deliver amazing customer experiences
  • Relationship – Build strong, lasting relationships

Key Responsibilities:

  • Customer Support:
    • Serve as the primary contact for customer technical issues via phone, email, and chat.
    • Troubleshoot and resolve hardware and software issues for AV systems, video conferencing tools (Microsoft Teams, Zoom), and related equipment.
    • Provide prompt and professional responses to customer inquiries, ensuring customer satisfaction.
  • Technical Troubleshooting:
    • Diagnose and troubleshoot issues related to AV systems, structured cabling, audio/video conferencing, digital signage, and wireless networks.
    • Escalate complex issues to higher-level support teams or OEMs as needed.
    • Maintain documentation of technical support cases, including resolutions and follow-up actions.
  • System Setup and Configuration:
    • Assist clients in setting up and configuring AV systems, including cameras, microphones, displays, and control systems.
    • Guide customers through product features and best practices for utilizing AV equipment.
    • Ensure that all client systems are properly configured and tested prior to live use.
  • Customer Training and Knowledge Sharing:
    • Provide remote training to customers on AV system use and troubleshooting.
    • Develop and maintain knowledge base articles to assist customers with common technical issues.
    • Share knowledge and updates on the latest technology trends and best practices with clients.
  • Collaboration and Escalation:
    • Work closely with the AV Lead Installer and other team members to resolve complex technical problems.
    • Collaborate with the installation teams and other cross-functional teams to identify, troubleshoot, and resolve product issues and ensure seamless customer service.
    • Escalate critical issues and system-wide problems to management and collaborate on resolutions.

Requirements:

  • Experience in IT or AV technology support, with knowledge of video conferencing systems such as Microsoft Teams Rooms and Zoom Rooms.
  • Skilled in technical troubleshooting of audio/video conferencing systems. Experienced in remotely configuring and maintaining AV equipment across various AV spaces, ensuring optimal performance and functionality.
  • Ability to convey technical information effectively to both technical and non-technical audiences
  • A team player with strong organizational and multitasking abilities.
  • Strong time management, organizational, communication, and interpersonal skills.
  • A customer-focused mindset committed to delivering high-quality solutions and consistently exceeding customer expectations.
  • Excellent problem-solving skills with the ability to think creatively to resolve technical issues.
  • Certifications include Microsoft (MS-100/101 or 102, MS-700/720/740), Basic IP networking and security, with a strong understanding and troubleshooting ability for MS Teams or Zoom phone clients, MS Teams/Zoom Rooms, Teams/Zoom phones and related OEM technologies.
  • Technical certifications or training relevant to the role, including experience with Audio-Visual equipment and collaboration technology platforms like MS Teams and Zoom.
  • Extensive expertise in SBC, telephony setup, and configuration.
  • Experience with supported technology brands, such as HP/Poly, Logitech, Yealink, Crestron, Lenovo, QSC, Biamp, and Shure.
  • Proficient in troubleshooting  with expertise in log analysis, PowerShell
  • Familiarity with ticketing and tracking systems.

Desired Experience:

  • Experience in AV integration on the integrator and/or corporate side, with an emphasis on physical installation.
  • Knowledge of control systems, audio solutions, digital signage, and system integration.
  • Experience in operating and supporting live events in corporate, hospitality, or major event venues.
  • Perform regular inspections and health checks in conference rooms to ensure the proper functionality and upkeep of AV and network equipment.
  • Certification – CTS, CTS-I or CTS-D equivalent

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