• Resolving the issues through phone, chat, and email communication channels in a fast paced environment. • Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution. • Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns. • Manage customer expectations regarding estimated response times for issue resolution. • Extensively research and document customer technical issues. • Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Manage and enhance IT service desk operations. • Ensure timely resolution of technical issues with a customer-centric service culture. • Lead a team of support professionals and drive continuous improvement. • Oversee queue management and escalation management. • Support vulnerability mitigation for end users.

• Deliver Professional Services engagements for AV over IP deployments, including design validation, configuration, commissioning, optimization, and health checks. • Travel extensively across the US to customer sites, including multi-day on-site engagements and flexibility to support urgent situations. • Act as the L3 escalation point for Premium Support customers. • Work on-site during installations, go-lives, and live or near-live events. • Design and troubleshoot AV networks supporting Dante, AES67, NDI, and ST2110/IPMX. • Manage multicast environments, ensuring proper IGMP behavior, QoS, VLAN segmentation, and bandwidth control. • Support and troubleshoot PTP timing environments. • Handle multi-vendor interoperability challenges. • Perform deep technical analysis using packet captures and diagnostic tools. • Act as a trusted technical advisor on-site with customers and partners. • Collaborate with Systems Engineers and Sales teams for pre-sales support. • Document findings, solutions, and best practices. • Provide feedback to Product and Engineering on field observations and customer needs.

Role Description Are you passionate about sharpening your technical skills? Do you have a knack for problem-solving? Do you enjoy working with software to create impactful solutions for end-users? Are you looking to make a splash as part of a small but growing team? If you answered “Yes'' to all those questions, then we’re looking for you! The Technical Support Specialist Intern is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand out in the industry due to our world-class Customer Success, which has earned us a 98% customer satisfaction rating! A Technical Support Specialist Intern demonstrates excellent communication skills, strong technical aptitude, and high attention to detail. You’ll be the go-to person for enabling customer integrations for an upcoming project. You’ll be expected to take initiative, meet project deadlines, and provide timely responses to customer inquiries. You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way. Responsibilities - Configure integrations via 3rd party software - Manage projects end to end - Manage customer communication about projects - Keep management informed of progress Qualifications - Tech-savvy and motivated to learn a new product quickly - Basic understanding of Prismatic, Azure Table Storage, or similar platform - Moderate knowledge of REST APIs - Provide exceptional customer service for integration troubleshooting issues - Adhere to SLAs set for the project - Maintain a high level of customer satisfaction through professional and courteous service - Work closely with the Manager, Support Services to adhere to project goals and timeline - Work cross-functionally across Customer Success Support and Retention teams, as well as with the Engineering team - Able to work up to 20 hours/week - Can start immediately and be available through August 1 Benefits - You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company. - Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines. - You can wear jeans and tees: Feel free to keep it casual, we do. - You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously. - Compensation: The hourly wage for this position is expected to be $15-$20/hr.