Technical Support Specialist

The role, at a glance: The Technical Support Specialist is a key role within Biamp India, based in our Bangalore office. This position provides technical support in English during the overnight shift (8:00 PM to 5:00 AM) to our customers. You'll work directly with AV integrators, consultants, and administrators, representing Biamp as part of our in-house team of experts. You will be responsible for troubleshooting and resolving complex AV hardware and software issues, contributing to Biamp's reputation for excellence.How you'll contribute:Deliver exceptional technical support to Biamp customers via phone, email, and chat.Diagnose and resolve technical hardware and software issues, including network connectivity, VoIP, and audio/video quality concerns.Escalate priority cases to Applications Engineers or relevant internal teams when needed.Accurately log and manage customer interactions using Biamp's technical support case tracking system (CRM).Stay updated on professional AV technologies and develop expertise in audio and video concepts critical to the industry.Communicate technical concepts clearly and effectively to diverse audiences, tailoring your approach as needed.Follow up with customers to ensure solutions are satisfactory and foster strong relationships.Collaborate with Applications Engineers to test and improve Biamp's products and internal processes.Create and refine technical documentation and knowledgebase articles for Biamp's global audience.A successful candidate should have:Proficiency in verbal and written English communication.Bachelor's degree or equivalent professional experience.2+ years of experience in the AV industry or related technical fields preferred.2+ years of experience in client-facing technical support roles, 4+ years highly preferred.Strong knowledge in troubleshooting computer networks, configuring network switches (or other appropriate IT technologies), and integrating AV devices in network environments.Proficiency in Microsoft Office applications (Word, Excel, Outlook, Teams).Exceptional organizational and interpersonal skills, with the ability to diffuse challenging situations professionally.Ability to work both independently and collaboratively in a dynamic environment.Work Environment:This is an onsite position based in Biamp India's Bangalore office.Role requires the ability to sit or stand for extended periods.This position provides technical support during the overnight shift (8:00 PM to 5:00 AM).Compensation and Benefits:3 weeks of annual PTO (additional hours accrued with tenure)13 paid holidaysGroup Medical (Religare)Individual life insurance policies, group personal accident plans, and NPS voluntary pension plans (up to 10%)Canopy Employee Assistance ProgramWho is Biamp?We make the world's most extraordinary audio and video solutions. For over 40 years, Biamp has created and innovated professional audiovisual solutions that enable great communication. From the smallest of rooms to the largest of venues, we empower true human connection in every space.As we grow to meet our customers' needs and evolve to address the challenges of tomorrow, one guiding principle remains the same:Biamp connects people through extraordinary audiovisual experiencesAbout our company:At Biamp, we believe the employment relationship should be reciprocal. We want you to love your job, and we want your expertise and knowledge to help drive our business forward. We champion a supportive and dynamic environment filled with passionate people who choose continuous improvement over perfection. We insist on clear, explicit decision making, believe in taking calculated risks, and celebrate tough decisions even when they don't succeed. We look for people who desire the best from themselves and encourage the same from their coworkers. Our commitment to one another and to the common goal is the most consistent reliable path to recurring success for all of us.