Technical Support Coordinator / Dispatch

Please note that we are not currently accepting resumes or additional support from talent agencies or third-party sources. Any resumes received from these sources will be considered unsolicited. We value integrity and clear communication with our partners, and appreciate your understanding in this matter.The Role, At a GlanceCan you talk to anyone? Do you enjoy helping people, staying organized, and keeping things running smoothly? Have you ever been accused of being a little too good at spreadsheets? We’re looking for you!A Technical Support Coordinator provides a stellar experience to callers as our first point of contact with our Technical Support line. The TSC will also assist with administrative activities such as creating Return Authorizations (RAs).Your goal is to efficiently and empathetically gather information from our callers and get them on their way to their most expeditious solution. Calls rarely exceed 10 minutes and will result in a support ticket that you will assign to the next appropriate technician.How You’ll ContributeAnswer inbound phone calls for up to 6 hours per day (~30/day). Determine the reason for the call and quickly route the customer to the best available technical resourceSpeak clearly and compassionately with Biamp customers (primarily commercial AV integrators, consultants, and administrators) Accurately log customer interactions in our ticketing software. You’ll verify contact information (full name, phone number, email address), an issue description, and system details for our techniciansOrganize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstancesProcess ~10 repair requests per day. Coordinate returns and repairs of Biamp products and process Repair Authorizations as neededStrong interest in independent learning and research. We will help you learn our products and build a working vocabulary of basic audio, video, and networking termsA Successful Candidate Should Have A 2-Year Degree or a High School diploma and equivalent work experience1 or more years of experience in a customer-facing role Strong written and verbal communication skillsExcellent organizational and interpersonal skills. Demonstrate the ability to stay organized, be patient, and diffuse challenging situations using appropriate methodsComfort using basic Microsoft Office applications (Outlook, Word, Excel)The ability to work effectively with people of diverse backgroundsSome Nice-to-haves1 or more years of related experience in AVExperience with networks and other IT technologiesCall center or document processing experienceWork EnvironmentStand or sit for long periodsIn-Office Environment (not remote)What We OfferMedical, Dental, and Vision3 weeks annual PTO and 9 paid holidays401(k) + matchingEmployer-paid base life insurance, short, and long-term disabilityHealth savings accounts (with Biamp contribution) and flexible spending accountsTuition reimbursementCharitable donation matchingDiscretionary company achievement bonusReferral bonusesWho is Biamp?We make the world’s most extraordinary audio and video solutions. For over 50 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.As we grow to meet our customers’ needs and evolve to address the challenges of tomorrow, one guiding principle remains the same: Biamp connects people through extraordinary audiovisual experiences.About Our CompanyAt Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don’t succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.