Technical Support Associate II

Reporting to a Client Services Supervisor the Technical Support Associate will work directly with end customers of our authorized integrators. This role requires deep technical knowledge advanced problem-solving abilities and expertise in supporting a wide array of products and technologies in the smart and connected ecosystem. Technical Support Associate will need to show empathy and excellent soft skills. Customers calling in are likely going to need to be supported in a simple and easy way while the Specialist can troubleshoot advanced systems.

This role is suited for an individual with a minimum of 2 years of Custom Installation with a certification in a control platform such as Control4 Savant Crestron. Who is passionate about emerging technologies eager to tackle challenges and capable of quickly adapting to new tools and platforms. The Technical Support Associate will need to excel at navigating complex issues providing creative and effective solutions and empowering our professional integrators with the knowledge and confidence to succeed.

Key Responsibilities

• You will serve as the front line for our integrators customers to deescalate and solve technical issues the customer will call in for.
• Have a strong background in using OVRC remote management.
• Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as:
  • ISP modems
  • Network topology
  • Video Distribution
  • Multiroom audio wired and wireless solutions
  • Home theater configurations.
  • TV Media players cable boxes etc.
  • Surveillance
  • Thermostat integration and troubleshooting
  • Power management
  • Smart Lighting; centralized and wireless
• This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs.
• Strong communication skills:
  • The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed.
• Participate in beta testing of new products and solutions providing actionable feedback to product teams.

MUST HAVE:

• 2 years of professional experience installing and programming control systems in the CI industry.
• Certification in one or more of the following:
  • Control4 Crestron Savant URC Elan.
• Hands-on experience installing configuring and troubleshooting surveillance professional audio video and other technology solutions.
• Strong aptitude for troubleshooting across multiple product categories and technologies.
• Familiarity with IoT audio/video networking home automation and surveillance technologies.
• Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts.
• Exceptional English communication skills both verbal and written with a customer-first mindset.

WE VALUE:

• Advanced networking knowledge including VLANs firewalls managed switches and enterprise wireless setups.
• Familiarity with ADIs proprietary exclusive-brand products and platforms: OvrC Luma Binary WattBox Clare and others.
• Expertise in commercial and residential audio/video systems including DSPs projectors and streaming solutions.
• Experience with professional specialized technology systems such as motorized window treatments centralized lighting and power management solutions.
• Experience supporting professional integrators or in the custom electronics industry.

WHATS IN IT FOR YOU:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career advancement.
• Collaborative work environment with access to cutting-edge technology.

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