• Field complex/escalated issues for high value or critical clients. • Troubleshoot audio/video hardware and audio/video signals. • Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location. • Work directly with clients to understand issues, document in a case, and work towards resolution. • Uphold SLA’s regarding responsiveness on individual cases. • Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team. • Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary. • Validate and identify product bugs and be able to document the expected behaviors for resolution. • Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps. • Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention. • Updating the ticket tracking system to provide an accurate, and current, status of support issues. • Creating Knowledge Base articles to expand the knowledge for handling support issues. • Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.