Positions Available - Technical Support Specialist - Phoenix, AZ
Position Location
Phoenix, ArizonaPosition Summary
MiTek Corporation is a family owned and operated parent company to brands including MTX Audio, Xtant, Coustic and AtlasIED. We are seeking an experienced and energetic Techical Support Specialist with a passion for audio to support our commercial division. Ideal candidates will have excellent communication and organizational skills, thrive at problem solving and have a customer focused mentality. Candidates must also be self-motivated, able to multi-task and work efficiently in a constantly changing environment with a diverse group of customers.
The Technical Support Specialist will be responsible for coordinating the daily administrative duties of the Design and Tech Support teams. Along with being assigned duties within company used applications, the Technical Support Specialist will respond to customers' questions, resolve their complaints, and make sure that all departments are responding accordingly. This position will be a first point of contact for multiple communications. Ideal candidates enjoy problem solving, have a technical background, and have ambition for professional growth.
Looking for qualified candidates in the Phoenix, AZ market.
Essential Functions
- Maintaining customer satisfaction with swift responses is the primary function.
- Consistent follow up with all end users and/or customers to ensure their questions and complaints were resolved in a timely manner. Document end results.
- Maintain and monitor departmental metrics, sales figures, and other key data to present on a monthly basis. Prepare written product support materials, presentations, reports, and project quotes.
- Work with Tech Support Team to manage the daily log of service requests from customers. This will include managing incoming phone calls, online tickets, emails, chats, etc. from direct and indirect customers and representatives.
- Coordinate the call, email, ticket, and/or chat in an appropriate manner to the respective Design and Tech Support Team member.
- Interact with end users resolving inquiries and/or complaints resulting in prudent escalation of time-sensitive issues and ultimate resolution.
- Answering client questions regarding products.
- Handles day to day quotes for IntelliSee and Singlewire. Manage all quotes with Regional Sales Managers and Support Teams.
- Work with respective department heads to secure information to plan for advertising services, support materials, and data to support the Technical Support Team.
- Manage multiple design, compiling information, product selection, AutoCAD drafting, design layouts, creating bill of materials.
Essential Tasks
- Manage Technical Class Webinar scheduleing.
- Assist Design Team with XTENAV Proposals.
- Provide technical support to customers relative to the core product (non-IP based), when needed. This includes basic troubleshooting of issue and analysis for quick resolution.
- Additional Liaison between Regional Sales Managers and Support Teams (Customer Experience, Warranty Department, and the Design & Tech Support Teams).
- Maintain all documentation and updates as it relates to the MiTek ISO Standards.
Qualifications
EDUCATION
Bachelor's degree in Business, or equal industry related experience
EXPERIENCE
Practical related experience with 70.7v Audio equipment
Minimum of 3 years related experience in the Commercial Audio Industry
Skills
SKILLS & ABILITIES
- Proficient with all MS Office Software (Word, Excel, Power Point, and Outlook)
- Proficient with Visio and/or AutoCAD
- Experience with computer-based audio systems preferred
- Knowledge of basic audio principals, Audio/Visual system contracting, and basic networking
- Ability to learn and become proficient with MiTek’s internal computer systems
- Ability to work with outside and inside vendors
- System Contracting or Consulting Experience a Plus
- Ability to maintain accounts/orders
- Ability to maintain a high level of accuracy in preparing and entering technical information
- Ability to work in a fast-paced environment
- Strong interpersonal, communicative, and motivational skills
Work Environment
MiTek/AtlasIED is an Equal Opportunity Employer.
Physical Demands
| N | O | F | C | |
| Physical Abilities | ||||
| Stand | ||||
| Walk | ||||
| Sit | ||||
| Handling/Fingering | ||||
| Reach Outward | ||||
| Reach Above Shoulder | ||||
| Climb | ||||
| Crawl | ||||
| Squat or Kneel | ||||
| Bend | ||||
| Lift / Carry | ||||
| 10 lbs or less | ||||
| 11 - 20 lbs | ||||
| 21 - 50 lbs | ||||
| 51 - 100 lbs | ||||
| Over 100 lbs | ||||
| Push / Pull | ||||
| 12 lbs or less | ||||
| 13 - 25 lbs | ||||
| 26 - 40 lbs | ||||
| 41 - 100 lbs | ||||
| Other Physical Requirements | ||||
| Vision | ||||
| Ability to read from a computer monitor/fine print | ||||
| Speech | ||||
| Ability to speak effectively via phone/in person | ||||
| Hearing | ||||
| Ability to hear via phone or in person | ||||
| Smell | ||||
| Taste | ||||
| PPE Usage | ||||
| Ability to wear Personal Protection Equipment as required by position | ||||
