QSC · 7 hours ago

Technical Support Engineer - Bilingual French/English

La Canada Flintridge, CA

Full-time

Remote

Mid Level

$25/hr - $35/hr

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Audio/Visual EquipmentElectronics

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Responsibilities

Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications. Provide assistance via phone, email, and chat.

Deliver best-in-class call-handling and call response times to Q-SYS’s key accounts, ensuring exceptional service delivery.

Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).

Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.

Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.

On a rotational basis, provide 24/7 after-hours support, weekdays and weekends, via telephone or online methods.

Escalation/Crises management

Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.

Lead Partner management support and other programs as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportAV&C IntegrationQ-SYS CertificationDante CertificationCTS CertificationDSP TechnologyAudio Video TechnologiesUnified CommunicationsSalesforceConfluenceJiraFluent in French

Required

Bachelor’s or Diploma in a technical/engineering discipline, or equivalent experience.

Fluent in French and English.

Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems.

Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties.

Excellent written, verbal, presentation, interpersonal, communication and phone skills.

Preferred

Q-SYS Level I and Level II certification is highly desirable.

AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable.

An understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony is a plus.

Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus.

Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus.