Technical Support Specialist

MAXHUB is seeking an experienced Technical Support Specialist to work in a fast paced, team-oriented environment responding to incoming customer requests, via phone, email, and/or video chat sessions, to ensure the customer's questions are answered in a timely manner. Must learn the MAXHUB product line and be able to effectively aid in resolving our customer’s inquiries/technical issues. We are searching for someone to be based in our Lake Forest, California office.

The ideal candidate will be able to adapt to and work in a fast-paced environment; can remain professional and work well with diverse personalities in a deadline-driven, high-expectation environment; and be able to work both independently and take direction. The candidate must also have strong communication and organizational skills. A minimum of four years of technical support experience is required. Experience working in the technology or AV industry is a plus.

We anticipate the individual will work in-office 5 days per week. Our physical office is in Lake Forest, CA.

Essential Job Duties:

As a Technical Support Specialist, this individual will provide support to our end-users, dealers, and rep firms. Responsibilities include but are not limited to:

• Provide technical support via e-mail and/or phone.
• Great customer service skills with a commitment to resolving customer concerns as well as meeting customer requirements.
• Self-motivated to conduct research and problem-solve.
• Maintains and updates customer information in a case management system.
• Document each customer interaction in a case management system.
• Follows up on outstanding items to issue completion.
• Meet or exceed company-set targets for support inquiries handled, response time, customer satisfaction score, adhering to schedule.
• Partner with other departments and field team members to resolve customer concerns.
• Maintain warehouse inventories.
• Reads technical manuals to learn correct settings for equipment and continues to develop knowledge and skills pertaining to technical support.
• Demonstrates use of equipment to customers.
• Sends weekly support reports to Sr. Technical Support Manager
• Operates all jobsite equipment in a safe and effective manner to minimize risk of injury, property damage or loss of life.
• Maintains workspaces, tools, and inventory in a neat, clean, and organized fashion.
• Ability to read, write and interpret documents such as operating and maintenance instructions and procedure manuals.
• Highly organized, punctual, and capable of effective, efficient multi-tasking.
• Perform additional duties as needed.

Job Requirements:

• 4 years technical support/customer service.
• Must be local & commute to office in Lake Forest, CA.
• Strong focus on quality and customer service.
• Solid knowledge of Microsoft Team Environments & licensing.
• Must have knowledge of Microsoft and Android OS platforms.
• Understand networking and protocols.
• Comprehension of updating firmware remotely
• Background working with Interactive Flat Panel (IFP) & Commercial Displays.
• Experience with PTZ cameras, video bars, blue tooth speaker phones, and peripherals.
• Strong team player with the ability to adapt to diverse team members.
• Excellent verbal and written communication skills.
• Exceptional critical thinking skills.
• Detail oriented- a high level of attention to detail is required.
• A high level of time management, accountability, and prioritization skills.
• Self-motivated, goal-oriented, and driven to accomplish department goals.
• Ability to be organized, problem-solve, and be solution-oriented.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• CTS preferred.
• Pass background check and drug screening.

Benefits:

• 100% employer-paid benefits package for employees: medical & dental (dependents are 50%)
• Life insurance, long-term disability, and more
• Attend industry events and socials – both online and virtual
• And more!

Principals Only, no recruiters

MAXHUB Information is an equal opportunity employer and we do not discriminate based on gender, race, color, religion, age, mental or physical disability, medical condition, genetic information, sex, sexual orientation, gender identity and expression (LGBTQIA), national origin, marital or domestic partner status, veteran status, or any other characteristic protected under federal or state laws or local ordinances or regulations.