Product Support Technician

Polycom Inc. - Andover, MA (30+ days ago)3.6


We’re ONE team that is driven by our vision to unleash the power of human collaboration by delivering innovative, world-class solutions to our customers. We work smart, with a collaborative state of mind that drives our strategy and helps us achieve our common goals.

Polycom’s innovative spirit begins with our people. We empower your personal and professional growth and we strive to give you everything you need to achieve your highest level of excellence. With your help, we’ll accomplish great things.

Job Description:
Technical Support Video Technician

About Polycom
Polycom helps organizations unleash the power of human collaboration. More than 400,000 companies and institutions worldwide defy distance with secure video, voice and content solutions from Polycom to increase productivity, speed time to market, provide better customer service, expand education and save lives.

We’re ONE team that is driven by our vision to unleash the power of human collaboration by delivering innovative, world-class solutions to our customers. We work smart, with a collaborative state of mind that drives our strategy and helps us achieve our common goals.

Polycom’s innovative spirit begins with our people. We empower your personal and professional growth and we strive to give you everything you need to achieve your highest level of excellence. With your help, we’ll accomplish great things.

Essential Functions

The Technical Support Video Technician will be working in our Tier 2 Customer Support Center. This position is part of a multi-shift team, that covers 8am – 8pm EST and offers exceptional support to our customers and partners. This will be a regular day shift for 4 days and 1 day that starts/end a little bit later. Optional weekends with overtime.

Major duties include:
  • Interface with Polycom’s Certified Partners, external customers and internal customer support teams such as the Polycom Sales Team and the Client Services Team.
  • Provide best in class technical support via a telephone queue, over e-mail, chat and through web forums to address technical challenges involving Polycom’s suite of products and solutions.
  • Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve product configuration changes and addressing communications in both LAN and WAN based IP environments.
  • Document up to date, accurate and detailed descriptions of all reported problems within our CRM system.
  • Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner.
  • Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Polycom knowledge base.
  • Work in collaboration with members of the wider support team to develop one another technically.
  • Receive and eventually help develop peer-to-peer training in all appropriate Polycom products as well as in the specific ways in which they are integrated into customer networks and more complex solutions.
  • Creation of Knowledge Base article for internal and external customers
Qualifications
  • MUST BE FLUENT in either Spanish or Portuguese AND English.
  • Proven ability to employ critical thinking and logic to analyze and troubleshoot problems to root cause.
  • 2-4 years’ experience in comparable IT or technical role.
  • 2-year degree or equivalent work experience.
  • Excellent interpersonal skills, coupled with the ability to work in high pressure environments and within a team atmosphere.
  • Detailed knowledge of Microsoft Lync, O365 and Skype for Business. MCSE or other relevant Microsoft Certification preferred but not required.
  • Knowledge of Microsoft Active Directory, SQL and Microsoft Exchange.
  • Detailed knowledge of IP networks, video/audio across IP, and issues which can disrupt RTP traffic. Familiarity with firewalls and routed networks. CCNA / CCNP preferred but not required.
  • Knowledge of audio and video conferencing, audio-visual equipment, and the relevant industry standards (H.323, SIP) which apply to their successful use in complex multivendor environments. Preferred or required?
  • Knowledge of ISDN networks is a plus.
Highlights of our benefits include:
  • Benefits effective on date of hire
  • Competitive time off with accrual beginning immediately
  • 401k with company match
  • Tuition reimbursement
Highlights of our benefits include: Benefits effective on date of hire; competitive time off with accrual beginning immediately; 12 paid holidays including flexible holidays; 401k with company match; tuition reimbursement.Polycom embraces diversity and is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally-protected basis. Polycom participates in E-Verify.