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Jobs near Los Altos, CA “All Jobs” Los Altos, CA

Job Description


Tier 2 Technical Support Analyst


 


HIGHLIGHTS


Location: Burlingame, CA


Position Type: Direct Hire


Residency Status: US Citizen or Green Card Holder ONLY


 


Our client is looking for a Tier 2 Technical Support Analyst to join their team!


Job Description


 


Opportunity:


 


Our client is in a period of rapid profitable growth and seeks to add team members to help it achieve full potential.  They are seeking a Tier 2 Technical Support Associate to join their team. This individual will be responsible to assist in handling internal technical support for our internally-developed software systems, and will bring strong communication and problem-solving skills to help address questions and concerns. The role may also perform various System Administration tasks, and provides the opportunity to perform coding or software development if desired.


 


Key Responsibilities


 


Respond to internal requests, questions, concerns, and complaints in a timely, respectful, caring and competent manner to achieve customer satisfaction.


Work with Requestors to ensure that technical support tickets using JIRA are fully explained, updated, and documented.


Learn and understand the technical details of custom built software solutions


Perform analysis to troubleshoot problems using techniques such as reviewing log and trace files, reproducing the issue, or review software / database source code.


Work with the Development team at a technical level to resolve the problems and follow up with requestors to test and ensure that issues are indeed fully resolved.


Assist in Administration of commercial software platforms such as Salesforce and other GUI based systems to satisfy change requests and other administrative tasks.


Follow checklists to execute corrective operational tasks, including customizing and executing scripts


Assist in backing up our System Administrator to provide support in other IT technical areas as needed.


 


Qualifications


 


Bachelor’s degree (from an accredited 4-year school), and a minimum of 2 years of experience working on a technical helpdesk or equivalent software support role


Customer service focus and experience


Strong communication and people skills


Excellent problem solving and analytical skills


Familiarity with error logs and issue resolution


Competence with Microsoft Windows Systems


Organized and professional


Familiarity with Salesforce, Database (SQL) a plus


Familiarity with computer programming and scripting a plus


Systems Administration or software development experience a plus


"We are GTN – The Go To Network"


 


 


 


Company Description

GTN provides Scalable Technical Staffing solutions encompassing SOW, staff augmentation, and direct hire placement for Fortune 2000 companies, with niche service offerings in Cyber Security, Digital, Payroll Management, and Professional Services.


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Job Description


Technical Support Specialist


Job Description


The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization. This position and associated team is responsible for managing customer facing technical programs including; beta testing, technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Sr. Operations Manager.


Responsibilities


Manage and structure daily operations of first level Support for AVer’s North & South America business.



  • Answer phone calls, emails as well as manage the technical support platform on a daily basis.

  • Establish, maintain, measure, and continuously improve the process, infrastructure and environment to ensure efficient handling of normal and exceptional product incidents.

  • Collaborate with sales, marketing and PMs to continuously enhance the total customer experience of all AVer customers.

  • Work closely with cross functional teams to manage incident flow throughout the life-cycle, as ownership changes between support, development, sustaining and quality assurance, and assist in rolling-out fixes when they become available.

  • Ensure that critical accounts are handled expeditiously and appropriately to solve the technical issue and to maintain or achieve customer satisfaction.

  • Represent the customer post sales experience to all internal cross functional groups.

  • Lead, mentor, attract, retain and manage junior Support Staffs to enable them to successfully accomplish their responsibilities.


Qualifications



  • 2+ years experience working for a networking, Pro-AV or video communications company.

  • Thorough understanding of customer support operations, processes, and incident handling

  • AS in Computer Engineering (or equivalent Enterprise IT experience)

  • Excellent written and verbal communication skills in English

  • Excellent customer relationship skills

  • Results-focused, team-oriented individual with a strong work ethic.


Nice to have Skills and Experience



  • A/V technologies lingo and know-how (Anything video and audio related, etc)

  • USB camera, Streaming camera or any IP PTZ enabled camera systems.

  • Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets.

  • Networking (IP, WAN) and security expertise

  • Knowledge of IP Networking, including routing protocols and videoconferencing applications

  • Knowledge of more than one operating systems: Windows, Mac, Linux


AVer Information Inc. is an equal opportunity employer


Company Description

AVer is an award-winning provider of visual collaboration and education technology solutions that improve productivity and enrich lives. From accelerating learning in the classroom to increasing competitive advantage for businesses, AVer solutions leverage the power of technology to help people connect with one another to achieve great things. Our product portfolio includes Interactive Flat Panels, USB Video Conferencing Camera Systems, Document Cameras as well as Sync and Charge Solutions for Mobile Devices. We strive to provide industry leading service and support that exceeds our customer's expectations. We are also deeply committed to our community, the environment and employ stringent green processes in all we do.


See full job description

Job Description


Technical Support Specialist


Job Description


The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization. This position and associated team is responsible for managing customer facing technical programs including; beta testing, technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Sr. Operations Manager.


Responsibilities


Manage and structure daily operations of first level Support for AVer’s North & South America business.



  • Answer phone calls, emails as well as manage the technical support platform on a daily basis.

  • Establish, maintain, measure, and continuously improve the process, infrastructure and environment to ensure efficient handling of normal and exceptional product incidents.

  • Collaborate with sales, marketing and PMs to continuously enhance the total customer experience of all AVer customers.

  • Work closely with cross functional teams to manage incident flow throughout the life-cycle, as ownership changes between support, development, sustaining and quality assurance, and assist in rolling-out fixes when they become available.

  • Ensure that critical accounts are handled expeditiously and appropriately to solve the technical issue and to maintain or achieve customer satisfaction.

  • Represent the customer post sales experience to all internal cross functional groups.

  • Lead, mentor, attract, retain and manage junior Support Staffs to enable them to successfully accomplish their responsibilities.


Qualifications



  • 2+ years experience working for a networking, Pro-AV or video communications company.

  • Thorough understanding of customer support operations, processes, and incident handling

  • AS in Computer Engineering (or equivalent Enterprise IT experience)

  • Excellent written and verbal communication skills in English

  • Excellent customer relationship skills

  • Results-focused, team-oriented individual with a strong work ethic.


Nice to have Skills and Experience



  • A/V technologies lingo and know-how (Anything video and audio related, etc)

  • USB camera, Streaming camera or any IP PTZ enabled camera systems.

  • Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets.

  • Networking (IP, WAN) and security expertise

  • Knowledge of IP Networking, including routing protocols and videoconferencing applications

  • Knowledge of more than one operating systems: Windows, Mac, Linux


AVer Information Inc. is an equal opportunity employer


Company Description

AVer is an award-winning provider of visual collaboration and education technology solutions that improve productivity and enrich lives. From accelerating learning in the classroom to increasing competitive advantage for businesses, AVer solutions leverage the power of technology to help people connect with one another to achieve great things. Our product portfolio includes Interactive Flat Panels, USB Video Conferencing Camera Systems, Document Cameras as well as Sync and Charge Solutions for Mobile Devices. We strive to provide industry leading service and support that exceeds our customer's expectations. We are also deeply committed to our community, the environment and employ stringent green processes in all we do.


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Job Description


This is a full-time position: Monday - Friday, 12:00 PM - 9:00 PM


 


The primary responsibilities for this position are handling second level support in Client Services team. Respond, troubleshoot and generate and update service tickets for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.


 


Essential Duties and Responsibilities



  • Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.

  • Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.

  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving tickets.

  • Responsible for administration, maintenance and second level support of back-end global ITS systems.

  • Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.

  • Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA

  • Escalate client support tickets to appropriate resource following the escalation process and procedures

  • Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

  • Data entry may be required for new and active clients on Ticketing system

  • Responsible for entering time and all work with proper updates in Ticketing system as it occurs

  • Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service)


 


Customer Focus



  • Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.

  • Illustrated diplomacy, tactfulness and empathy when dealing with customers

  • Exemplified ability to defuse escalations and high-tension situations

  • Well-developed ability to appease customers experiencing service outages and difficulties

  • Ability to listen actively and ask clarifying questions to seek understanding

  • Experience going above and beyond duty to delight customers

  • Must have a genuine drive for customer satisfaction and retention


 


Required Professional IT Certifications and Experience



  • Education: Bachelor's Degree in Computer Science or related field

  • IT Experience: 3 years minimum

  • Previous MSP experience, or experience supporting external customer base required

  • One or more of the following: CompTIA or A+, Network+, Microsoft MCP

  • Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command

  • Continually advancing your knowledge base through certification courses.


 


Decision making and Self-Management



  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving tickets.

  • Skills in troubleshooting, solving problems and root cause analysis.

  • Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.

  • Proven aptitude to work well in a team or independently with minimum supervision.

  • Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.


 


Troubleshooting



  • Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting

  • Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services


 


​*Must be able to lift up to 30 pounds.


*Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


Company Description

BCS CallProcesssing DBA BCS365 is a Cisco Premier Partner and EMC Partner headquartered in eastern Massachusetts. Our proven expertise enables us to bring together complex enterprise technologies and systems for mid-market clients. The Help Desk / NOC supports our clients' technology investments while our project team delivers tailored solutions that improve performance and maximize business results for manufacturers, A & E, Legal and healthcare related organizations. For more info about BCS365 visit our website at www.bcs365.com


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Job Description


Are you a gadget geek? Think you can solve any puzzle?


We are looking for a Jedi Master who is an accomplished technical support supervisor. You will supervise and lead a team of dedicated professionals in a high volume, action packed technical support call center, providing leadership and training for the team, feedback to management and resolutions to complex issues escalated from customers all over the world.


Davis Instruments manufactures a line of meteorological sensors using telemetry solutions as diverse as USB, TCP/IP, FHSS, BLE, Mesh and cellular M2M that utilize multiple UIs ranging from desktop to web to apps to APIs.


We are not a mega-company where your relationships with your colleagues are via email or across the conference table. We are a company where we eat lunch with the engineers who are designing the next improvement to our products. It’s a company where we talk about current events with purchasing staff and take break time walks around the block with software coders. It’s a place where each person really matters, where you can make a real difference, and where we value the balance between work and family.


Our new team member must have:



  • An BS/BA is a technical degree (e.g. EE or CS).

  • 5+ years’ experience supervising a team in a customer facing technical support call center.

  • Excellent leadership and staff development skills.

  • Proven ability to diagnose and troubleshoot hardware/system level failures.

  • Working understanding of Tera Term, Wireshark, mesh networks, FHSS and M2M cellular telemetry.

  • The curiosity and drive to solve any puzzle that comes their way.


Preferred but not required:


  • Background in meteorological sciences and agriculture.

To learn more about our company, please visit our website at http://www.davisinstruments.com


Davis Instruments is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status



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Job Description



Allegro Credit is a leading point-of-sale consumer finance company in the musical instrument and elective medical markets. We collaborate with merchants to offer financing solutions at the time of sale, allowing customers to seamlessly and efficiently finance their purchase, and allowing merchants to meet the demands of a wider customer base with direct cash funding and minimal set-up. 


Allegro Credit is in a period of rapid profitable growth and seeks to add team members to help it achieve full potential. We are seeking a Tier 2 Technical Support Associate to join our team. This individual will be responsible to assist in handling internal technical support for our internally-developed software systems, and will bring strong communication and problem-solving skills to help address questions and concerns. The role may also perform various System Administration tasks, and provides the opportunity to perform coding or software development if desired. 


Responsibilities




  • Respond to internal requests, questions, concerns, and complaints in a timely, respectful, caring and competent manner to achieve customer satisfaction. 

  • Work with Requestors to ensure that technical support tickets using JIRA are fully explained, updated, and documented. 

  • Learn and understand the technical details of custom built software solutions.

  • Perform analysis to troubleshoot problems using techniques such as reviewing log and trace files, reproducing the issue, or review software/database source code. 

  • Work with the Development team at a technical level to resolve the problems and follow up with requestors to test and ensure that issues are indeed fully resolved. 

  • Assist in administration of commercial software platforms such as Salesforce and other GUI based systems to satisfy change requests and other administrative tasks. 

  • Follow checklists to execute corrective operational tasks, including customizing and executing scripts. 

  • Assist in back up our System Administrator to provide support in other IT technical areas as needed. 


Qualifications




  • Bachelor's degree (from an accredited 4-year school), and a minimum of 2 years experience working on a technical helpdesk or equivalent software support role. 

  • Customer service focus and experience.

  • Strong communication and people skills. 

  • Excellent problem solving and analytical skills. 

  • Familiarity with error logs and issue resolution.

  • Competence with Microsoft Windows Systems.

  • Organized and professional. 

  • Familiarity with Salesforce, Database (SQL) a plus

  • Familiarity with computer programming and scripting a plus.

  • Systems Administration or software development experience a plus. 



See full job description

Job Description


This is a full-time position: Monday - Friday, 12:00 PM - 9:00 PM


 


The primary responsibilities for this position are handling second level support in Client Services team. Respond, troubleshoot and generate and update service tickets for BCS365 clients. The technology includes but is not limited to enterprise Voice, Data, Video, Wireless, Cloud, and Security.


 


Essential Duties and Responsibilities



  • Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.

  • Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.

  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving tickets.

  • Responsible for administration, maintenance and second level support of back-end global ITS systems.

  • Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.

  • Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client’s SLA

  • Escalate client support tickets to appropriate resource following the escalation process and procedures

  • Work with Dispatchers and Team Leads to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently

  • Data entry may be required for new and active clients on Ticketing system

  • Responsible for entering time and all work with proper updates in Ticketing system as it occurs

  • Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service)


 


Customer Focus



  • Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.

  • Illustrated diplomacy, tactfulness and empathy when dealing with customers

  • Exemplified ability to defuse escalations and high-tension situations

  • Well-developed ability to appease customers experiencing service outages and difficulties

  • Ability to listen actively and ask clarifying questions to seek understanding

  • Experience going above and beyond duty to delight customers

  • Must have a genuine drive for customer satisfaction and retention


 


Required Professional IT Certifications and Experience



  • Education: Bachelor's Degree in Computer Science or related field

  • IT Experience: 3 years minimum

  • Previous MSP experience, or experience supporting external customer base required

  • One or more of the following: CompTIA or A+, Network+, Microsoft MCP

  • Advanced understanding of operating systems (Windows 7 or higher and MAC OS X), printing systems, network topology, Linux/Unix command

  • Continually advancing your knowledge base through certification courses.


 


Decision making and Self-Management



  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving tickets.

  • Skills in troubleshooting, solving problems and root cause analysis.

  • Excellent organizational and time management skills. Capability to manage own workload while meeting team goals and business needs of the company.

  • Proven aptitude to work well in a team or independently with minimum supervision.

  • Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.


 


Troubleshooting



  • Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting

  • Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services


 


​*Must be able to lift up to 30 pounds.


*Please Note: BCS365 participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.


Company Description

BCS CallProcesssing DBA BCS365 is a Cisco Premier Partner and EMC Partner headquartered in eastern Massachusetts. Our proven expertise enables us to bring together complex enterprise technologies and systems for mid-market clients. The Help Desk / NOC supports our clients' technology investments while our project team delivers tailored solutions that improve performance and maximize business results for manufacturers, A & E, Legal and healthcare related organizations. For more info about BCS365 visit our website at www.bcs365.com


See full job description

Job Description


Our Client:


Leading point-of-sale consumer finance company with a rapid growth!


Opportunity:


This individual will be responsible to assist in handling internal technical support for our internally-developed software systems, and will bring strong communication and problem-solving skills to help address questions and concerns.  The role may also perform various System Administration tasks, and provides the opportunity to perform coding or software development if desired.  


Key Responsibilities



  • Respond to internal requests, questions, concerns, and complaints in a timely, respectful, caring and competent manner to achieve customer satisfaction.

  • Work with Requestors to ensure that technical support tickets using JIRA are fully explained, updated, and documented.

  • Learn and understand the technical details of custom built software solutions

  • Perform analysis to troubleshoot problems using techniques such as reviewing log and trace files, reproducing the issue, or review software / database source code. 

  • Work with the Development team at a technical level to resolve the problems and follow up with requestors to test and ensure that issues are indeed fully resolved.

  • Assist in Administration of commercial software platforms such as Salesforce and other GUI based systems to satisfy change requests and other administrative tasks.

  • Follow checklists to execute corrective operational  tasks, including customizing  and executing scripts

  • Assist in backing up our System Administrator to provide support in other IT technical areas as needed.


 Qualifications



  • Bachelor’s degree (from an accredited 4-year school), and a minimum of 2 years of experience working on a technical helpdesk or equivalent software support role 

  • Customer service focus and experience

  • Strong communication and people skills

  • Excellent problem solving and analytical skills

  • Familiarity with error logs and issue resolution 

  • Competence with Microsoft Windows Systems  

  • Organized and professional

  • Familiarity with Salesforce, Database (SQL) a plus

  • Familiarity with computer programming and scripting a plus 

  • Systems Administration or software development experience a plus


Company Description

Ursus, Inc. is a privately held leader in providing business and technology consulting services that transform organizations through innovative cloud, I.T infrastructure and talent services and solutions.Our professionals bring bold, fresh thinking combined with technology, business and industry expertise to help fuel transformation and growth for our clients and their customers. We place the highest priority on understanding unique client needs first, ensuring mutual, best-fit success and integration of people, service and product. Learn more at www.ursusinc.com.


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Job Description


Technical Support Engineer


Direct Hire


San Mateo, CA


 


Excellent IT Team, Salary and Benefits!  Interviewing Now!


 


OPTION 1 Staffing is currently recruiting for a Technical Support Engineer for a fast growing company.  The Technical Support Engineer must loves engaging in solving complex problems for customers. Your day to day job will be about providing both technical expertise and about being an excellent communicator and a service oriented professional. The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services as applicable. Must have solid SQL and DBA /Technical Skills


Skills and Experience:



  • 5 + years of experience working as Database Administrator, with SQL, MS SQL, MY SQL and technical support experience.

  • Experience with SQL Server or an equivalent database product

  • Experience in troubleshooting and problem-solving role – Must have.

  • Experience with Relational Database management systems and concepts

  • High Availability: Experience/Knowledge of Windows Server Cluster Services in On-Premise environments

  • Experience in SQL Server Performance

  • Experience in Database and Server Administration

  • Should able to deploy and Troubleshoot SQL Server Failover Cluster Instances etc.

  • Experience in a customer facing or customer support role

  • Troubleshoot issues and create intermediate data fixes, interim solutions (non-code fixes), or technical workarounds using SQL, MY SQL and MS SQL and other technical support tools

  • Review web server and application server logs, such as Kibana or Sumo Logic, to resolve system issues created by monitoring and batch processing system


For immediate consideration, please apply!


Company Description

Founded by industry professionals, Option 1 Staffing is an Award Winning Staffing Agency located in the San Francisco Bay Area. With a reputation as one of the most trusted Staffing Agencies in the Bay Area, Option 1 delivers coordinated staffing solutions with unparalleled service. The company is characterized by clients for the integrity of its work and the quality of its candidates, and among job seekers for its personalized approach to placement. Since 1991 Option 1 Staffing serves Bay Area employers in need of Temporary/Contract to Hire, Direct Hire employees; in the areas of Administrative, Technical, Accounting and Finance, and Healthcare; to emerging growth companies and the Fortune 500 across market sectors.
Best of Staffing Award Winner
Check out our jobs @ www.option1staffing.com


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Job Description


Technical Support Specialist


Job Description


The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization.  This position and associated team is responsible for managing customer facing technical programs including; beta testing, technical bulletins, and internal escalations.   This is a hands-on leadership position that reports to our Sr. Operations Manager. 


Responsibilities


Manage and structure daily operations of first level Support for AVer’s North & South America business.



  •  Answer phone calls, emails as well as manage the technical support platform on a daily basis.

  • Establish, maintain, measure, and continuously improve the process, infrastructure and environment to ensure efficient handling of normal and exceptional product incidents.

  • Collaborate with sales, marketing and PMs to continuously enhance the total customer experience of all AVer customers.

  • Work closely with cross functional teams to manage incident flow throughout the lifecycle, as ownership changes between support, development, sustaining and quality assurance, and assist in rolling-out fixes when they become available.

  • Ensure that critical accounts are handled expeditiously and appropriately to solve the technical issue and to maintain or achieve customer satisfaction.

  • Represent the customer post sales experience to all internal cross functional groups.

  • Lead, mentor, attract, retain and manage junior Support Staffs to enable them to successfully accomplish their responsibilities.


Qualifications



  •  2+ years experience working for a networking, Pro-AV or video communications company.

  • Thorough understanding of customer support operations, processes, and incident handling

  • AS in Computer Engineering (or equivalent Enterprise IT experience)

  • Excellent written and verbal communication skills in English

  • Excellent customer relationship skills

  • Results-focused, team-oriented individual with a strong work ethic.


Nice to have Skills and Experience



  •  A/V technologies lingo and know-how (Anything video and audio related, etc)

  • USB camera, Streaming camera or any IP PTZ enabled camera systems.

  • Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets.

  • Networking (IP, WAN) and security expertise

  • Knowledge of IP Networking, including routing protocols and videoconferencing applications

  • Knowledge of more than one operating systems: Windows, Mac, Linux


AVer Information Inc. is an equal opportunity employer


Company Description

AVer is an award-winning provider of visual collaboration and education technology solutions that improve productivity and enrich lives. From accelerating learning in the classroom to increasing competitive advantage for businesses, AVer solutions leverage the power of technology to help people connect with one another to achieve great things. Our product portfolio includes Interactive Flat Panels, USB Video Conferencing Camera Systems, Document Cameras as well as Sync and Charge Solutions for Mobile Devices. We strive to provide industry leading service and support that exceeds our customer's expectations. We are also deeply committed to our community, the environment and employ stringent green processes in all we do.


See full job description

Job Description


Technical Support Specialist


Job Description


The Technical Support Specialist is responsible for building and managing the people, processes, infrastructure and environment necessary to support a world class customer focused technical support and customer service organization. This position and associated team is responsible for managing customer facing technical programs including; beta testing, technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Sr. Operations Manager.


Responsibilities


Manage and structure daily operations of first level Support for AVer’s North & South America business.



  • Answer phone calls, emails as well as manage the technical support platform on a daily basis.

  • Establish, maintain, measure, and continuously improve the process, infrastructure and environment to ensure efficient handling of normal and exceptional product incidents.

  • Collaborate with sales, marketing and PMs to continuously enhance the total customer experience of all AVer customers.

  • Work closely with cross functional teams to manage incident flow throughout the life-cycle, as ownership changes between support, development, sustaining and quality assurance, and assist in rolling-out fixes when they become available.

  • Ensure that critical accounts are handled expeditiously and appropriately to solve the technical issue and to maintain or achieve customer satisfaction.

  • Represent the customer post sales experience to all internal cross functional groups.

  • Lead, mentor, attract, retain and manage junior Support Staffs to enable them to successfully accomplish their responsibilities.


Qualifications



  • 2+ years experience working for a networking, Pro-AV or video communications company.

  • Thorough understanding of customer support operations, processes, and incident handling

  • AS in Computer Engineering (or equivalent Enterprise IT experience)

  • Excellent written and verbal communication skills in English

  • Excellent customer relationship skills

  • Results-focused, team-oriented individual with a strong work ethic.


Nice to have Skills and Experience



  • A/V technologies lingo and know-how (Anything video and audio related, etc)

  • USB camera, Streaming camera or any IP PTZ enabled camera systems.

  • Experts in Windows PC, Chromebook, MacBook systems as well as the associated Android, iPad tablets.

  • Networking (IP, WAN) and security expertise

  • Knowledge of IP Networking, including routing protocols and videoconferencing applications

  • Knowledge of more than one operating systems: Windows, Mac, Linux


AVer Information Inc. is an equal opportunity employer


Company Description

AVer is an award-winning provider of visual collaboration and education technology solutions that improve productivity and enrich lives. From accelerating learning in the classroom to increasing competitive advantage for businesses, AVer solutions leverage the power of technology to help people connect with one another to achieve great things. Our product portfolio includes Interactive Flat Panels, USB Video Conferencing Camera Systems, Document Cameras as well as Sync and Charge Solutions for Mobile Devices. We strive to provide industry leading service and support that exceeds our customer's expectations. We are also deeply committed to our community, the environment and employ stringent green processes in all we do.


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Job Description


Job Description


Are you a superb technical writer who loves explaining complex APIs to software developers?


Are you skilled at working with software engineers who create APIs?


Do you have excellent examples of clear API documentation and code samples in your portfolio?


Do you thrive working with responsible, transparent professionals who love what they do?


Founded in 1990, Expert Support provides professional technical communications services to leading Silicon Valley companies. Check out www.expertsupport.com to learn more about us.


We are actively looking for a technical writer to fill an immediate assignment for a full time job with a large, cutting edge technology company..


Responsibilities and Duties


You need to be able to address a Python developer audience on the following topic, the content for which includes overview, quickstarts, API reference material, and task-based topics. You must be familiar with Core ML which is an Apple framework that allows developers to easily integrate machine learning (ML) models into apps.


As a technical writer assigned to work with our client’s engineering team, you will develop and release technical documentation and education programs that help our client’s engineers become more productive and knowledgeable. You will work closely with world-class software developers and internal software engineering education teams to help define and build next-generation technical documentation.


Qualifications and Skills


You must have demonstrable experience creating API documentation and other hard-core technical documents for software developers. Your resume must include:


· 5+ years of experience working effectively with engineering and product management teams as part of a modern software development process (Unix, GIT, JIRA) to produce technical documents or course materials


· Experience reading and understanding source code written in Java, C++, and Python (you must be able to understand written code, and ideally, write new code samples)


· Ability to navigate a complex technical landscape and interact with multiple engineers to assemble classes and documentation


· BA/BS degree in Technical Writing, English, Journalism, Computer Science, or a related field


· Strong familiarity with HTML and CSS and Markdown


· Strong collaboration and project management skills


· 3-5 portfolio examples that demonstrate the above qualifications


· Authorized to work in the United States, and able to pass a background check


 


Due to the high volume of applications, we can only respond to those who meet these minimum qualifications. Principals only please, no recruiters.


Job Type: Full-time


 


 


Company Description

Top reasons to work at Expert support:
* We do work that matters for Apple, Google/Alphabet, Adobe, NVIDIA, Spectra-Physics, and many others.
* Competitive compensation and complete transparency regarding bill rates, pay rates, and benefits.
* Work/life balance encouraged and supported. Really.
* We’ve got your back: solving problems, setting and managing expectations about deadlines, costs, and tasks.
* Consistent flow of communications projects to minimize downtime.
* Technical communications excellence

Plus, this: http://expertsupport.com/technical-writing-company/working-at-expert-support/


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