Customer Support Specialist – Audio Visual (AV) Systems

An international company, a leading provider of Education Technology Products and Solutions, is seeking a Customer Support Specialist who will be providing technical support and excellent customer service to clients businesses regarding hardware and software issues. 

Responsibilities:

  • Maintain an in-depth understanding of all company products and services
  • Provide timely customer support via telephone, e-mail or SMS
  • Provide product demonstrations and training
  • Identify, recommend and maintain replacement parts
  • Track and report continual support related issues
  • Draft Technical Bulletins, Parts Bulletins, Compatibility Charts and Trouble Reports
  • Perform pre-release testing of company hardware and software
  • Maintain positive working relationship with all vendors and customers
  • Weekly and monthly activity reporting
  • Additional duties as assigned

Skills and Qualification:

  • Bachelor’s degree in engineering, computer science or similar
  • 2+ years in a technical support or advanced customer service position
  • Ability to communicate clearly, concisely and professionally in written responses to emails and oral responses to calls in a timely and effective manner
  • Strong analytical and problem solving skills
  • Proficient in use of Windows and Mac OS
  • Proficient in the use of Microsoft Office Suite
  • Working knowledge of Android, iOS and ChromeOS
  • Working knowledge of online collaboration tools
  • Knowledge of audio visual systems and processes
  • Bilingual: French or Spanish is a plus