Technical Support Representative, Enterprise & Video Collaboration (Santa Fe)

Job Summary
The Tech Support Representative is responsible for enthusiastically resolving technical support issues (mostly AV hardware and software, but some other products) from business customers and technical support escalations from Tier 1 team members.
Primary Job Responsibilities
Resolve escalated support tickets from our Tier 1 support team
Assist Tier 1 support team by providing guidance to resolve tickets without escalation
Provide ad-hoc feedback about trends, new issues, and the voice of the customer
In periods of low technical support volume, assist with related projects
Suggest process improvements when you see opportunities and dissent when you don't agree
Knowledge and Skills
Strong written and verbal communication skills
Strong listening and comprehension skills
Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others
Experience adapting to solve problems when normal solu...