Support Technician 1, Resi
$48,277–$48,277 year
HybridAllen, Texas, United States
Job Summary
Deliver prompt and effective support to customers through ticketing systems, live chat, phone, and email, addressing streaming concerns reactively and proactively. Maintain clear communication while following onboarding and daily support procedures to resolve system hardware, software, and network failures. Provide frontline incident triage, write detailed bug reports, and collaborate with cross-functional teams to prevent future issues. Proactively identify support patterns and escalate trends to leadership. Requires one year of customer-facing support experience with professional AV equipment and IT networking concepts. Bilingual Spanish fluency preferred.
Required Qualifications
- 1 year support experience with an online customer facing service product
- 1 year experience with professional audio and video equipment, and AV production system design
- Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure
- Ability to work in dynamic and constantly evolving environments
- Must possess excellent interpersonal skills with the ability to effectively de-escalate challenging customer interactions while maintaining a calm and professional demeanor
- Ability to work a flexible schedule including weekends, evenings, and holidays
- Must be able to exchange accurate information
- Location: Hybrid (3 days in office per week) in Allen, TX or Colorado Springs, CO only
Desired Qualifications
- Bilingual / Spanish Fluency preferred to support our international customers
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