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Client Support Technician

Client Services | Kensington, MD | Full Time

Job Description

Client Support Technician

Client Services | Kensington, MD | Full Time | On-Site

Why Casaplex

INNOVATIVE

We believe that technology exists to improve the way we live, work, and play. We build and evolve integrated building technology solutions of the future and challenge the norm when it comes to technology.

PROFESSIONAL DEVELOPMENT

We believe in helping our employees grow professionally. Take your career to the next level by working with passionate tech-savvy intrapreneurs.

WE CARE FOR OUR PEOPLE

We offer all the standard benefits, including health and dental, paid time off, 401k with company match and a great working environment filled with energetic, team-oriented people.

What We Are Looking For

Brilliant people! To realize our dreams, we focus on finding and developing incredibly passionate people who are interested in transforming the world we live in through the innovative use of technology.

What You Are Looking For

  • A position where you can grow professionally and where the company will invest in your career interests.
  • A job where you will be pushed and challenged.
  • Collaborative team.

What You Will Be Doing

  • 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.

What You Have

  • Passion in providing first class service that is evident in your prompt response and approach in dealing with client issues.
  • Patient, empathetic, understand the value of strong communication and excellent service standards.
  • Strong technical prowess and problem-solving comes naturally.
  • Desire to turn our customers into lifelong raving fans.
  • 2+ years of solid experience in client/customer service, preferably in the Audio/Video industry.
  • Familiarity with electronic systems including current AV technologies, security systems and/or network/IT technology is a plus.
  • Ability to receive client service calls after hours if/when needed (5pm-9am EST)


If the above resonates with you, we’d love to hear from you!