[Remote] Remote Audio Video Technical Support

Note: The job is a remote job and is open to candidates in USA. Daktronics is a leading company in designing and supporting innovative digital LED display technology and audio systems. They are seeking an Audio Video Technical Support professional who will troubleshoot technical issues, ensure customer satisfaction, and provide support through various channels. The role involves both remote support and potential on-site assistance, requiring strong communication skills and a commitment to customer service.ResponsibilitiesEnsure responsiveness and first-time resolution to customers’ requests for technical support, primarily through incoming calls, community requests, and email conversationsTroubleshoot and solve simple to highly complex hardware and software technical issues using logical troubleshooting approach with attention to detailWhen needed, collaborate with a team to resolve or escalate product issuesPeriodically provide on-site support for service projects, event support, installations, and on-site technical service (amount of on-site technical work could vary based on geographical location and seasonality)Actively create and update knowledge base articles for internal and external usesActively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactionsPerform shift work and participate in an After-Hours rotation which consists of providing technical support up to 24/7 during non-business hours, including nights, weekends, and holidaysRegularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customersSkillsAssociate degree requiredIdeal majors contain course work in electronics, networking, or computersWill consider non-technical majors with previous experience demonstrating technical learning ability and aptitudePreviously demonstrated ability to pick up technical concepts quickly, retain that knowledge, and convey that knowledge to customers who have varying levels of technical abilityDemonstrated experience interacting with a variety of individuals in a positive, professional mannerEffectively exercise discretion, independent judgment, and responsible time managementComfortable working independently from a home office locationStrong computer skills required: Internet navigation, word processing, spreadsheets, and strong proficiency with Microsoft Operating systemsAbility to travel to Brookings, South Dakota up to twice per year for trainingThe selected individual must be able to travel by air and ground and comply with the Daktronics Driver Eligibility Policy to begin and maintain employmentFluent in English, written and verbalApplicants must be 18 years of age or olderDaktronics does not sponsor, renew, or extend immigration visas for this positionBachelor's degree preferredPrevious customer service and/or phone/call center experience preferredCompany OverviewDaktronics is globally recognized for designing, engineering, and manufacturing advanced digital LED display technology and audio systems. It was founded in 1968, and is headquartered in Brookings, South Dakota, USA, with a workforce of 1001-5000 employees. Its website is http://www.daktronics.com/en-us.



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