Technical Support Coordinator

The role, at a glance:

The Technical Support Coordinator (TSC) provides very human and empathetic interactions with customers phoning Biamp for Technical Support. The TSC will engage with the caller to 1) determine the reason for the call; 2) Open an electronic KACE ticket, and 3) match the case or call to the best available resource. The coordinator will also assist callers with initiating product returns either under warranty or for repair. 

How you'll contribute:

• Speak clearly and compassionately with Biamp customers (including AV integrators, consultants, and administrators).

• Project genuine empathy.

• Efficiently determine the reason for the phone call, in order to dispatch that call to the best available human resource (target call duration

• Accurately process and record customer interactions using our Customer Relationship Management (CRM) software.

• Quickly master our phone system (Genesys) for incoming phone queue management.

• Spend up to 6 hours per day on the phone.

• Coordinate returns and repairs of Biamp products as needed.

• Identify and escalate either reoccurring or complex issues to Applications Engineers and other groups when appropriate.

• Have or quickly gain a working vocabulary of networking terms, audio and video technologies, and Biamp products.

• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances.

• Other duties as assigned.

A successful candidate should have:

• 2-Year Degree or equivalent work experience.

• 1 or more years experience in a customer-facing role.

• 1 or more years related experience in AV.

• Experience with networks and other IT technologies.

• Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint).

• Possess excellent English verbal and written skills.

• Demonstrate excellent organizational and interpersonal skills, be able to work effectively with people of diverse backgrounds, and diffuse challenging situations using acceptable and appropriate methods.

• Ability to work independently or in a team environment.

• Strong interest in independent learning and research.

• Proficiency in Spanish a plus.

Work environment: 

• Stand or sit for long periods.

• This is an onsite position based in Beaverton, OR.

What we offer:

• Medical, Dental, and Vision 

• 3 weeks annual PTO and 9 paid holidays 

• 401(k) + matching 

• Employer-paid base life insurance, short, and long-term disability 

• Health savings accounts (with Biamp contribution) and flexible spending accounts 

• Tuition reimbursement 

• Discretionary profit-sharing 

• Referral bonuses 

• Charitable donation matching

Who is Biamp?

We make the world’s most extraordinary audio and video solutions. For over 40 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 company:

At 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.