Valcom is seeking a Product Technical Support Representative to assist customers with the configuration, setup, and troubleshooting of their hardware-based analog and IP-based voice and paging systems, ensuring businesses and organizations keep their equipment running smoothly.
Requirements
- Experience in VoIP, Analog, Audio systems/voice paging and IP network systems.
Responsibilities
- Respond promptly to customer inquiries via phone, email, or chat, providing expert guidance on analog and IP products.
- Assist customers with system layout, design, and configuration tailored to their specific needs.
- Troubleshoot and resolve technical issues with voice and data systems, ensuring minimal downtime for customers.
- Escalate complex technical issues to higher-level support teams as necessary, following established protocols.
- Explain product features, installation processes, and system compatibility requirements to customers.
- Provide step-by-step support for product setup and configuration.
- Document troubleshooting steps and customer interactions in the support database for future reference.
Other
- High school diploma/GED.
- One or more years’ experience in a customer service environment.
- Degree in electronics or related field.
- Experience in a technical service role as a customer service representative.
- This is an on-site position at our facility.
- The ability to communicate information and ideas so others will understand; exchange accurate information; solve complex problems; ability to manipulate and feel with fingers to operate equipment, and the ability to observe details at close range.
