Tier 1 AV Support

American Sound, a fast-growing Midwest AV integration and service provider, is looking for a skilled AV Remote Support Tier 1 specialist to join our team. Based in Indianapolis, IN, this role focuses on troubleshooting and providing remote training for a variety of AV systems, including complex setups in enterprise, higher education, and large-scale environments. If you have a strong background in AV technology and enjoy working with customers to ensure they get the most out of their systems, we want you to be a part of our team.

Job Responsibilities:

• Provide front door coverage of emails and phones for American Sound’s Remote Operation Center
• Open and update support tickets
• Respond in a timely manner to keep customers and teammates up to date on ticket life cycle
• Be responsible for SLA timers and escalation needs
• Assist with RMA management and shipping requests
• Assist with customer billings and communications post ticket resolutions

Job Requirements:

• 2+ years helpdesk experience or direct customer service support
• Excellent customer service skills
• Attention to detail and the ability to stay organized
• Ability to prioritize and stay on task
• Great customer skills with a focus on customer satisfaction and communication

Preferred Qualifications:

• Previous AV helpdesk, ServiceNow or other ERP ticketing system experience
• Background in AV/IT
• Experience troubleshooting via remote software like Screen Connect, RDP, jump boxes, etc.
• Certifications with AV, IT, UC, and DSP manufacturers
• Component-level experience with AV/UC manufacturers including Crestron, Extron, Biamp, QSC, AMX, Logi, Cisco, Poly, etc.
• Digital Signage platform experience
• IT networking and protocols
• Dante certifications
• Biamp and Q-Sys certifications
• Enterprise and Fortune 500 client portfolios

Job Compensation and Details:

• Pay- $22-26/hr with potential bonus at year end
• Shift Time and Days- Day shift, M-F
• Benefits include but are not limited to: Health, Vision, and Dental Insurance, 401k Vacation, PTO, and Paid Holidays