Misc - Client Support Technician

Job ID: 24-02240 Client Support Technician Kensington, MD MUST: Experienced Client Support Technician 2 years of experience in client/customer service, preferably in the Audio/Video industry Strong familiarity with electronic systems including current AV technologies, security systems and/or network/IT technology Strong technical prowess and problem-solving comes naturally.

Possesses strong communication and excellent service standards DUTIES: Answer Client Support phone line and inbox Provide technical assistance and answer users' questions by applying knowledge of software, hardware, and procedures to solve AV equipment issues Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions Troubleshoot with field sales engineers through calls, emails, and/or other communication regarding software programming, connectivity, and similar concerns Create, schedule and perform service calls Attend daily Client Services Team Huddles Follow-up with clients regarding tickets completed to ensure satisfaction Provide daily (as changes occur) and weekly status updates to clients on long-running service tickets Maintain client system documentation files, updating as changes are made Communicate with equipment manufacturers to process return merchandise authorization ( RMAs ) and repairs Promote upsell and renewal of service agreements Build and maintain relationships with customers Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.