Technical Support Engineer

TL;DR

Technical Support Engineer: Resolving technical support issues, primarily focusing on AV hardware and software, from business customers with an accent on handling escalations from Tier 1 team members. Focus on troubleshooting video conference system issues, providing guidance, and suggesting process improvements.

Location: Hybrid in Camas, Washington, USA

Salary: $70,000–$85,000 annually

Company

hirify.global is a global company that empowers collaboration and fosters play.

What you will do

• Troubleshoot video conference system issues via phone, email, and chat.
• Resolve escalated support tickets from the Tier 1 support team and provide guidance to prevent escalations.
• Provide ad-hoc feedback regarding trends, new issues, and customer voice.
• Assist with related projects during periods of low technical support volume.
• Suggest process improvements when opportunities are identified.

Requirements

• Minimum 3 years of experience in AV technical support, with at least 1-year video-conference troubleshooting experience.
• Fluent in English, with strong written and verbal communication skills.
• Strong and verifiable knowledge of customer care processes and techniques.
• Experience with Salesforce, Oracle, or Zendesk support ticketing systems.
• Experience with one or more VC software services like Zoom, Skype, or Google Hangouts.
• Demonstrate the ability to quickly learn and troubleshoot new technologies, adapt to new processes, and handle moderate-to-high phone call volumes.

Culture & Benefits

• Comprehensive and competitive benefits packages, designed to be flexible.
• Hybrid work model allows some employees to work remotely.
• Support for physical, financial, emotional, intellectual, and social wellbeing.
• Benefits include Medical, Dental, Vision, 401(k) Plans, Flexible Spending Accounts, Employee Share Purchase Plan (ESPP), and Life/Disability Coverage.
• Additional benefits include Adoption and Surrogacy Assistance, Tuition Reimbursement, Commuter Benefits, Paid Time Off, Paid Holidays, and Parental Leave.
• Access to Wellness Programs, Health Savings Account Plans, Expert Medical Opinions, Identity Theft Protection, and Employee Product Discounts.