Job Description

Job Title -  AV Support Technician

Number of Positions - 1

Job Location - 720 E. Wisconsin Ave., Milwaukee, Wisconsin, United States of America, 53202

Duration : 12+ months

Job Description -

Northwestern Mutual is seeking a hardworking Technical Support Engineer who 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

Bring your Best! What this role needs:

• 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.

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