American Sound, a fast-growing Midwest AV integration and service provider, is looking for a skilled AV Remote Support Tier 1 specialist to join our team. Based in Indianapolis, IN (remote), this role focuses on troubleshooting and providing remote training for a variety of AV systems, including complex setups in enterprise, higher education, and large-scale environments. If you have a strong background in AV technology and enjoy working with customers to ensure they get the most out of their systems, we want you to be a part of our team.
Job Responsibilities:
- Provide front door coverage of emails and phones for American Sound’s Remote Operation Center
- Open and update support tickets
- Respond in a timely manner to keep customers and teammates up to date on ticket life cycle
- Be responsible for SLA timers and escalation needs
- Assist with RMA management and shipping requests
- Assist with customer billings and communications post ticket resolutions
Job Requirements:
- 2+ years helpdesk experience or direct customer service support
- Excellent customer service skills
- Attention to detail and the ability to stay organized
- Ability to prioritize and stay on task
- Great customer skills with a focus on customer satisfaction and communication
Preferred Qualifications:
- Previous AV helpdesk, ServiceNow or other ERP ticketing system experience
- Background in AV/IT
- Experience troubleshooting via remote software like Screen Connect, RDP, jump boxes, etc.
- Certifications with AV, IT, UC, and DSP manufacturers
- Component-level experience with AV/UC manufacturers including Crestron, Extron, Biamp, QSC, AMX, Logi, Cisco, Poly, etc.
- Digital Signage platform experience
- IT networking and protocols
- Dante certifications
- Biamp and Q-Sys certifications
- Enterprise and Fortune 500 client portfolios
Job Compensation and Details:
- Pay- $28-32/hr with potential bonus at year end
- Shift Time and Days- 8am-4:30pm, M-F with rare off hours
- Benefits include but are not limited to: Health, Vision, and Dental Insurance, 401k Vacation, PTO, and Paid Holidays
Job Type: Full-time
Pay: $28.00 - $32.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
