Technical Support Specialist - Fremont, United States - AVER INFORMATION INC
Description
About AVer Information
Position Overview
AVer is seeking an Audio/Video Technical Support Specialist in a Call Center environment that will be responsible for building and managing the people, process, infrastructure, and environment necessary to support a world-class customer focused technical support and customer service organization.
This position and associated team are responsible for managing customer facing technical programs including day-to-day customer service issues, phone support, service desk support, generate technical bulletins, and internal escalations.
This is a hands-on leadership position that reports to our Technical Support Manager.Responsibilities:
- Manage and structure daily operations of first level support for AVer?s North & South America business.
- Establish, maintain, measure, and continuously improve the process, infrastructure, and environment to ensure efficient handling of normal and exceptional product incidents.
- Collaborate with sales, marketing, and PMs to continuously enhance the total customer experience of all AVer customers.
- Work closely with cross functional teams to manage incident flow throughout the lifecycle as ownership changes between support, development, sustaining, and quality assurance; and assist in rollingout fixes when they become available.
- Ensure that critical accounts are handled expeditiously and appropriately to solve technical issue?s and to maintain or achieve customer satisfaction.
- Represent the customer post sales experience to all internal cross functional groups.
- Lead, mentor, attract, retain, and manage junior support staff to enable them to successfully accomplish their responsibilities.
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