Technical Support Coordinator / Dispatch

A Technical Support Coordinator

We are seeking a Technical Support Coordinator to provide exceptional service to our customers. This role involves answering calls, logging interactions, and coordinating repairs.

Responsibilities

• Answer inbound phone calls for up to 6 hours per day (~30/day)
• Determine the reason for the call and quickly route the customer to the best available technical resource
• Speak clearly and compassionately with Biamp customers (primarily commercial AV integrators, consultants, and administrators)
• Accurately log customer interactions in our ticketing software
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances
• Process ~10 repair requests per day
• Cook up returns and repairs of Biamp products and process Repair Authorizations as needed

Requirements

• A 2-Year Degree or a High School diploma and equivalent work experience
• 1 or more years of experience in a customer-facing role
• Strong written and verbal communication skills
• Excellent organizational and interpersonal skills
• Demonstrate the ability to stay organized, be patient, and diffuse challenging situations using appropriate methods
• Comfort using basic Microsoft Office applications (Outlook, Word, Excel)

Qualifications

• Strong interest in independent learning and research
• The ability to work effectively with people of diverse backgrounds
• Some Nice-to-haves include 1 or more years of related experience in AV, experience with networks and other IT technologies, call center or document processing experience, and some experience in In-Office Environment (not remote)

Skills

• Strong written and verbal communication skills
• Excellent organizational and interpersonal skills
• Comfort using basic Microsoft Office applications (Outlook, Word, Excel)
• Ability to work effectively with people of diverse backgrounds

Benefits

• 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
• Charitable donation matching
• Discretionary company achievement bonus
• Referral bonuses

About Our Company

We are Biamp, a company dedicated to creating and innovating professional audiovisual solutions that enable great communication. We have over 50 years of experience and strive to connect people through extraordinary audiovisual experiences. At Biamp, we believe in a supportive and dynamic environment filled with passionate people who continuously improve and take calculated risks.