Crestron Electronics is hiring: Audio Video Tech Support Specialist in Plano

The main responsibilities of the Audio Video Tech Support Specialist at Crestron Electronics include providing second-tier support for Crestron platforms and video conferencing solutions. This involves documenting reported problems, assessing deployed systems, analyzing log files, verifying configuration setups for conferencing services like O365 and Zoom, and creating necessary RMAs. Additionally, you'll work on developing training materials and knowledge base articles to enrich our customer support resources.

To qualify for the Audio Video Tech Support Specialist position at Crestron Electronics, candidates should ideally have a bachelor's degree and 3 to 5 years of related technical support experience. Knowledge of Unified Communication platforms such as MS Teams and Zoom is essential. Candidates should also possess network diagnosis skills, preferably with CompTIA+, and the ability to read and interpret system schematics and documentation.

Success as an Audio Video Tech Support Specialist at Crestron Electronics requires excellent problem-solving skills and strong technical knowledge of audio-video systems and networking. Additionally, the ability to communicate effectively with clients, document troubleshooting processes clearly, and think critically to piece together complex data are equally important. A knack for creating demo programs in native Crestron platforms will also set you apart.

The work environment for the Audio Video Tech Support Specialist at Crestron Electronics is dynamic and collaborative. You'll be working with a diverse team of professionals who are passionate about technology and innovation. The company emphasizes a culture of inclusivity and diversity, encouraging creativity while also focusing on personal and professional development. Expect a supportive atmosphere that aligns with our customer-first approach.

An Audio Video Tech Support Specialist at Crestron Electronics can expect a competitive total compensation package that includes comprehensive medical, dental, and vision insurance, life insurance, short-term disability, and a 401K plan with company matching. Additional benefits include paid time off, holidays, and access to on-site amenities at Crestron offices, such as cafes and fitness centers, enhancing both health and work-life balance.

In your response, emphasize specific systems you have worked with, particularly focusing on Crestron platforms or similar technologies. Discuss any hands-on experience you've had, including troubleshooting AV setups, and highlight your familiarity with Unified Communication tools like Zoom or MS Teams.

Explain your systematic approach to troubleshooting, including gathering detailed information from the client about the problem, analyzing any relevant data, and testing potential solutions. Also, mention the importance of clear documentation throughout the process.

Outline the critical initial questions you would ask the client to understand the issue better, such as specifics about their setup and any error messages they've encountered. Then, discuss how you would analyze logs and check hardware configurations to isolate and resolve the problem efficiently.

Highlight your customer service skills by explaining how you would actively listen to the customer’s concerns, empathize with their frustrations, and assure them that you are committed to resolving the issue. Offer to escalate the matter or consult with colleagues if needed while keeping the customer updated on progress.

Discuss specific tools or software that you've used, such as network analyzers or monitoring systems. Mention any certifications like CompTIA+ that support your skills in diagnosing and troubleshooting networking issues, and convey your familiarity with interpreting network data.

Mention the resources you utilize to stay informed, such as industry publications, webinars, or professional groups. Highlight your commitment to continuous learning, perhaps mentioning any recent certifications or training relevant to AV technologies.

Provide examples of the types of documentation you've created, such as support articles, user manuals, or training materials. Discuss the importance of clarity and accuracy in technical writing, and how you ensure that the materials are accessible to end-users.

Discuss any specific platforms you've worked with, detailing your familiarity and proficiency with the features and integrations. This demonstrates your ability to effectively troubleshoot and support clients utilizing these systems.

Select a relevant example that showcases your problem-solving skills, detailing the steps you took to identify the issue, your thought process, and the ultimate solution. Highlight any positive feedback you received from the client to reinforce your success.

Reflect on qualities such as patience, strong communication skills, and technical acumen. Emphasize how these attributes contribute to an effective support environment, ensuring clients feel valued and their issues are addressed efficiently.