Technical Support Coordinator / Dispatch

*Please note that we are not currently accepting resumes or additional support from talent agencies or third-party sources. Any resumes received from these sources will be considered unsolicited.*

*We value integrity and clear communication with our partners, and appreciate your understanding in this matter.*

The role, at a glance

Can you talk to anyone? Do you enjoy helping people, staying organized, and keeping things running smoothly? Have you ever been accused of being a little too good at spreadsheets? We’re looking for you!

A Technical Support Coordinator provides a stellar experience to callers as our first point of contact with our Technical Support line. The TSC will also assist with administrative activities such as creating Return Authorizations (RAs).

Your goal is to efficiently and empathetically gather information from our callers and get them on their way to their most expeditious solution. Calls rarely exceed 10 minutes and will result in a support ticket that you will assign to the next appropriate technician.

How you’ll contribute

• 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. You’ll verify contact information (full name, phone number, email address), an issue description, and system details for our technicians
• Organize ideas and communicate oral and written messages that are appropriate to a variety of audiences and circumstances
• Process ~10 repair requests per day. Coordinate returns and repairs of Biamp products and process Repair Authorizations as needed
• Strong interest in independent learning and research. We will help you learn our products and build a working vocabulary of basic audio, video, and...