AV Support Technician

Genesis10 is currently seeking a a hardworking Technical Support Engineer for a contract lasting through February 2025 working with an insurance company in Milwaukee, WI. Summary: The AV Technical Support Engineer will provide front-line support and solutions to issues customers report for our meeting, video conferencing and collaboration tools (Zoom, RingCentral Confluence, Slack, AVHQ, etc). An ideal candidate will possess a proven technical background, adept at creating documentation, a proficient troubleshooter, and an excellent email or phone communicator. Primary Duties & Responsibilities: Provides technical support in a fast paced, high-pressure environment while multi-tasking, and, or re-prioritizing efforts as needed. Analyze, own, and drive customer issues from start to finish to ensure the highest level of client satisfaction. Provide support via tickets, phone, and video calls. Identifying ways to improve the user experience with knowledge articles, self-help, and FAQs. Working with engineering teams to troubleshoot issues and improve sustainability. Experimenting with innovative technologies to find new ways of solving problems. Answer customer questions, reproduce, solve, resolve, and escalate issues as necessary. Maintain product knowledge of new functionality and compliance changes. Document solutions into Knowledge articles Qualifications: BA, BS, or MS in Computer Science, Engineering, or related. We will also consider other significant technical experience. Minimum of 5 years of technical support experience. A self-starter with the ability to work independently, yet able to account for their activity. Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack) Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQL Experience with JIRA or other agile tools Experience with SNOW, Zendesk or similar CRM Experience with both phone and in person support Consistent track record of working with Technical and Network operations groups and Engineering to troubleshoot and triage 2nd-3rd tier support issues and escalations. Good communication skills, including the ability to adjust to the audience's technical level and explain complex ideas clearly and concisely. Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. Must Have: Experience with both phone and in person support Experience with Meetings Experience and Collaboration Platforms (i.e., Zoom, RingCentral, Confluence, Slack) Experience with SNOW, Zendesk or similar CRM Nice To Have: A self-starter with the ability to work independently, yet able to account for their activity. Experience with several of the following technologies that support SaaS applications: SOAP API, REST API, SQL Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. If you have the described qualifications and are interested in this exciting opportunity, apply today! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: • Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years. • The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years. • Access to an experienced, caring recruiting team (more than 7 years of experience, on average.) • Behavioral Health Platform • Medical, Dental, Vision • Health Savings Account • Voluntary Hospital Indemnity (Critical Illness & Accident) • Voluntary Term Life Insurance • 401K • Sick Pay (for applicable states/municipalities) • Commuter Benefits (Dallas, NYC, SF) • Remote opportunities available For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website. Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.