Careers - Technical Support Representative TSRZDB

Job Title: Technical Support Representative TSRZDB

Location: Salt Lake City, Utah

Type of Position: Contract

Reports To:

Job Description:

JOB DESCRIPTION

The Technical Support Representative is at the forefront of ClearOne Customer Service. This position answers technical questions, troubleshoots audio, video and telephone equipment and assists dealers, installers and users with ClearOne products.  Support is provided by phone, email, or through internet chat.  Clearone will provide specialized technical training in the products to be supported.

RESPONSIBILITIES

  • Communicate with internal and external customers to resolve technical issues on ClearOne products via the phone, email or chat.
  • Work within a team and obtain assistance from senior techs and management as needed.
  • Distinguish between hardware failure and configuration errors and arrange for repair or exchange of equipment based on the test results, or suggest a solution to the configuration errors. 
  • Maintain accurate documentation of all actions required to resolve issues by the service ticket support database.
  • Assist installers and users with the calibration and configuration of Clearone products.
  • Ability to multi-task between several customer situations at the same time

DESIRED SKILLS AND EXPERIENCE

  • The ability to understand basic DC troubleshooting and to read simple wiring diagrams and technical drawings.
  • Prior experience with audio DSPs, control systems, residential or commercial A/V integrations strongly preferred.
  • Must have the ability to speak and write in clear, professional English and the ability to provide technical instruction to others.
  • Must be able to discern tone and amplitude sufficiently to perform audio troubleshooting remotely.
  • Demonstration of mature customer service skills to a technically demanding clientele.
  • Self-teaching and the ability to resolve complex problems using logic, reason and diagnostic tools.
  • Must have A+ level PC troubleshooting and operating skills. 
  • Must be familiar with basic networking concepts.
  • Must take and maintain ownership of support cases until a resolution is obtained.
  • Able to communicate accurate technical information to customers using available resources, and the ability to create new technical documentation when needed.
  • Willing to meet performance expectations for productivity and attendance.

EDUCATION AND TECHNICAL CERTIFICATIONS

  • High School diploma required.  Technical school certification or college coursework towards a technology major preferred. 
  • 2-3 years of experience in a technical support position.
  • CTS or other AV Industry certifications highly desirable but not required.

To apply for a position send a resume to recruiting@clearone.com

About Clearone

ClearOne is a global company that designs, develops and sells conferencing, collaboration, and network streaming & signage solutions for voice and visual communications. The performance and simplicity of its advanced, comprehensive solutions offer unprecedented levels of functionality, reliability and scalability.

As a market leader, ClearOne is focused on developing cutting-edge conferencing and collaboration products. We are known for our industry innovation, committed to incorporating the latest technologies into our product lines.

Posted Date: 2018-03-15
Expire Date: 2018-04-30