[Remote] Remote Audio Video Technical Support

Note: The job is a remote job and is open to candidates in USA. Daktronics is a leading company in designing and supporting innovative digital LED display technology and audio systems. They are seeking an Audio Video Technical Support professional who will troubleshoot technical issues, ensure customer satisfaction, and provide support through various channels. The role involves both remote support and potential on-site assistance, requiring strong communication skills and a commitment to customer service.

Responsibilities

• Ensure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversations
• Troubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detail
• When needed, collaborate with a team to resolve or escalate product issues
• Periodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work could vary based on geographical location and seasonality)
• Actively create and update knowledge base articles for internal and external uses
• Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions
• Perform shift work and participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidays
• Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers

Skills

• Associate degree required
• Ideal majors contain course work in electronics, networking, or computers
• Will consider non-technical majors with previous experience demonstrating technical learning ability and aptitude
• Previously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical ability
• Demonstrated experience interacting with a variety of individuals in a positive, professional manner
• Effectively exercise discretion, independent judgment, and responsible time management
• Comfortable working independently from a home office location
• Strong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systems
• Ability to travel to Brookings, South Dakota up to twice per year for training
• The selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employment
• Fluent in English, written and verbal
• Applicants must be 18 years of age or older
• Daktronics does not sponsor, renew, or extend immigration visas for this position
• Bachelor's degree preferred
• Previous customer service and/or phone/call center experience preferred

Company Overview