Job Description

AVer is seeking an Audio/Video Technical Support Specialist in a Call Center environment that will be responsible for building and managing the people, process, infrastructure, and workplace necessary to support a world-class customer focused technical support and customer service organization. This position and associated team are responsible for managing customer facing technical programs including day-to-day customer service issues, phone support, service desk support, generate technical bulletins, and internal escalations. This is a hands-on leadership position that reports to our Technical Support Manager.

Job Type: Full time

Location: Remote

Duties and Responsibilities

Manage and structure daily operations of first level support for AVer’s North & South America business.

• Answer phone calls, emails, manage the technical support platform on a daily basis, and manage RMA/DOA cases.
• Establish, maintain, measure, and continuously improve the process, infrastructure, and environment to ensure efficient handling of normal and exceptional product incidents.




• Collaborate with sales, marketing, FAEs and PMs to continuously enhance the total customer experience of all AVer customers.
• Work closely with cross functional teams to manage incident flow throughout the lifecycle as ownership changes between support, development, sustaining, and quality assurance; and assist in rolling-out fixes when they become available.
• Ensure that critical accounts are handled expeditiously and appropriately to solve technical issue’s and to maintain or achieve customer satisfaction.
• Represent the customer post sales experience to all internal cross functional groups.
• Lead, mentor, attract, retain, and manage junior support staff to enable them to successfully accomplish their responsibilities.

Skills/Qualifications

• 4+ years’ experience working for a networking, audio and video conference company.
• Experience with the video conference field. Specific

📌 Technical Support Specialist (Vijayawada)
🏢 Aver Information Incorporation
📍 Vijayawada