Acuity

Senior Technical Support Specialist

Acuity

full-time

Posted on:

Location Type: Hybrid

Location: 🇺🇸 United States

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Salary

💰 $55,300 - $99,500 per year

Job Level

Senior

Tech Stack

VoIP

About the role

  • Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications.
  • Provide assistance via phone and email.
  • Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.
  • Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).
  • Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
  • Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material as required.
  • Escalation/Crises management
  • Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
  • Lead Partner management support and other programs as required.

Requirements

  • Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience.
  • 3 to 10 years’ experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.
  • Q-SYS Level I and Level II certified.
  • Q-SYS Controls 101, Control 201, Video 101 and Quantum certification are highly desirable.
  • AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable.
  • Deep understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony.
  • Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus.
  • Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus.
  • Excellent written, verbal, presentation, interpersonal, communication and phone skills.
Benefits
  • Health care
  • Dental coverage
  • Vision plans
  • 401K benefits
  • Commissions/incentive compensation depending on role

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingdiagnostic supportAV&C systemsaudio over IP networkingDSP technologySIP/VoIP telephonyUnified Communications systemsthird-party control integrationSalesforce Case ManagementKnowledge Base
Soft skills
communicationinterpersonal skillspresentation skillsmentoringcrisis managementcustomer serviceproblem resolutionteam leadershipproject managementcall handling
Certifications
Q-SYS Level IQ-SYS Level IIQ-SYS Controls 101Q-SYS Control 201Q-SYS Video 101Quantum certificationCTSCTS-ICTS-D