Technical Support Engineer III

Clear-Com, an HME company, is a trusted global provider of professional real-time communications solutions and services since 1968. We innovate market proven technologies that link people together through wired and wireless systems. Clear-Com was first to market portable wired and wireless intercom systems for live performances.

Since then, our history of technological advancements and innovations has delivered significant improvements to the way people collaborate in professional settings where real-time communication matters. For the markets we serve -- broadcast, live performance, live events, sports, military, aerospace and government-- our communication products have consistently met the demands for high quality audio, reliability, scalability and low latency, while addressing communication requirements of varying size and complexity. Our reputation in the industry is not only based on our product achievements, but also on our consistent level of customer engagement and dedication to delivering the right solutions for specialized applications, with the expertise to make it work.

Around the globe and across markets, Clear-Coms innovations and solutions have received numerous awards and recognitions for ingenuity and impact to customers. Come join our team!

We are currently recruiting for a Technical Support Engineer III.

What you will do in the position:

Technical Support for Internal and External Customers:

• Responds to customer requests for assistance via phone, email, and other means within established Service Level Agreement (SLA) objectives.
• When necessary, engages Product Management, Product Engineering, and Applications Engineers to resolve issues promptly.
• Capable of reviewing and interpreting system design proposals and schematics.
• Maintains working knowledge of RF and impact on Clear-Com wireless products.
• Maintains working knowledge of IP networks and impact on Clear-Com IP products.
• Aids the Applications Engineering team as required.
• Provides technical support to Sales as requested, provides product technical support and other product information to other Clear-Com departments in a timely manner.
• Assists and Develops internal and external training materials.

Product Functionality and Compatibility Advice:

• Maintains a thorough understanding of Clear-Com's product functionality as new hardware and software are released.
• Provides professional, detailed responses to customers' requests for information on product usage and applicability to meet general requirements.
• Consults as requested with Product Management and Engineering on customer experience and expectations to enhance product development.
• Trains audience of various size and experience levels on Clear-Com products.
• Provides guidance on interoperability with non-Clear-Com related products.
• Duplicates customer reported problems based on all information gathered and works to find a solution.
• Regularly contributes to the Company's knowledge base/ FAQ, enabling customers to find answers to problems on their own.

General Support:

• Maintains a log of customer calls in the CRM database, and ensures issues are closed to the satisfaction of the customer.
• Creates a unique case/ ticket for each reported issue, regardless of source or time to resolution.
• Ensures sufficient related information (customer, product, contact information, problem, symptoms, etc) are captured in the database to resolve, transfer, or escalate the issue as necessary.
• Assists customer RMA requests (returns handling of faulty equipment back to the factory for repair).
• Assists in the yearly customer satisfaction survey to help measure customer satisfaction.
• As required, occasionally travels to customer sites to assist in resolving technical issues, provides product demonstrations and training, attends trade shows, seminars, and other related product training (internal and external).
• Performs all other job responsibilities as assigned

What you will need to succeed:

• Excellent written and verbal communication skills (including good English).
• In-depth hands-on Experience with audio equipment.
• Strong analytical skills.
• Attitude, energy, and demonstrable success in a customer-focused role.
• Detail-oriented and exceptionally well-organized.
• Experience with Office applications (Outlook, Excel, Word, PowerPoint, etc).
• Working knowledge of CRMs or other Customer service ticketing systems.

Experience:

• 2 -5 years

Education:

• Any fulltime / Diploma Graduate.