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AV Technical Support Specialist

This job posting is no longer active.

Location: , United States
Job Family Range: 35300.00 - 131100.00
Requisition ID: 3035



Snap One is a leading manufacturer and exclusive source of control, A/V, surveillance, networking, power, and infrastructure equipment for residential and commercial professionals. With a vast catalogue of today’s most popular brands, Snap One is the premier choice for professional installers across the globe. We believe that life’s better when everything works together, and the same can be said about the collaborative work we do. Join our award-winning team in our continuous quest to deliver the most brilliant, personalized smart living and smart business experiences to people around the world.

Parasol is an emerging provider of 24/7/365 remote support for the custom installation industry.

Reporting to the Tech Support Supervisor the Remote Support Technician will be responsible for answering dealer inquiries through phone, voicemail and email communication.  This role requires someone who is comfortable working in a fast-paced, entrepreneurial environment that is goal oriented and emphasizes accountability for delivery results. The Remote Support Technician will partner with various departments to establish point of resolution.  The position will require a multitasking, out-of-the-box thinker, efficient and productive go-getter.

Specific Responsibilities

  • Serve as contributing member of a high-performance technical support team by supplying our customers with in field product support via phone and email
  • Perform remote troubleshooting and resolution to address various network related issues on client networks
  • Continuously develop and refine the companies back-end software
  • Keep track of current product issues/concerns and communicate with management in weekly meetings
  • Monitor and address any unresolved tickets
  • Contributes content to the tech support knowledge base
  • Awareness of number of calls in queue and assurance that team members are properly responding
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards
  • Facilitate problem solving and collaboration

Required Qualifications

  • High School diploma or equivalent
  • 2+ Professional experience installing and/or troubleshooting technical products or services
  • 1+ year of hands-on experience with Control4, Savant, or Elan systems
  • 1+ Years Excellent Customer Service Experience
  • Experience with computer/software/network troubleshooting
  • Full-time team members are expected to have availability for all days of the week, including weekends and holidays, as well as graveyard shifts. Additionally, they will participate in the on-call rotation with fellow agents
Snap One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.