Job Description :

The Applications Engineer is at the forefront of ClearOne Customer Service. This position answers technical questions, troubleshoots audio, video, and telephony equipment, and assists dealers, installers, and users with ClearOne products through phone, email, or through internet chat. Application Engineer works closely with the Engineering Design and Development teams and Product Management to ensure that a good understanding of the product or system is being created. This position will also provide training to Sales Team, Channel Partners, and Consultants for the products supported.

Responsibilities :

• Applications Engineer communicates with internal and external customers to resolve technical issues on ClearOne products via the phone, email, or chat.
• Conduct Onsite / Online Customer Training.
• Work within a team and obtain assistance from senior techs and management as needed.
• Distinguish between hardware failures and configuration errors by asking appropriate questions and running tests. Arrange for repair, exchange of equipment, or suggest a solution to configuration errors as appropriate based on answers to questions and/or the test results.
• Applications Engineer maintains accurate documentation of all actions required to resolve issues through the service ticket support database.
• Assist installers and users with the configuration of ClearOne products.
• Multi-task between several customer situations at the same time.

Qualifications :

• The ability to understand, answer questions about, and troubleshoot technical issues and solve technical problems for customers.
• Good Technical Presentation and Training Skills.
• Must have the ability to speak and write in clear, professional English and the ability to provide technical instructions to others.
• Must understand different networking and streaming technology to perform troubleshooting remotely.
• The ability to demonstrate mature customer service skills to a technically demanding clientele.
• The ability to self-teach and the ability to resolve complex problems using logic, reason, and diagnostic tools.
• Must take and maintain ownership of support cases until they are resolved.
• The ability to communicate accurate technical information to customers using available resources, and the ability to create new technical documentation when needed.
• The ability to meet performance expectations for productivity and attendance.
• Bachelor of Engineering degree or equivalent work experience.
• Certifications preferably in one or more of the following areas.
• Computer science with an emphasis on IT, networking, or electronics.
• CCNA, CTS Certifications desirable.
• AVoIP Products and Technologies.
• AV Integration.
• 5-7 years of experience in technical support.

About us :

ClearOne is a global company that designs, develops, and sells conferencing, collaboration, and network streaming & signage solutions for voice and visual communications. The performance and simplicity of its advanced, comprehensive solutions offer unprecedented levels of functionality, reliability, and scalability.

In business for over 20 years, our products are used by thousands of organizations worldwide from small enterprises to the Fortune 1000, as well as domestic, international governments & educational institutions. Our customers include a diverse group of market verticals such as education, enterprise, government/legal, healthcare, finance & houses of worship.

We dominate the professional conferencing space with over 54% global market share & is a pioneer in audio conferencing technologies. ClearOne has developed a broad portfolio of award-winning products that benefit from our innovative leadership in areas such as distributed echo cancellation, automatic microphone mixing, signal routing, equalization, automatic level control, compression, & other advanced audio processing functions.

We are committed to providing the highest quality hands-free audio for any environment, analog or VoIP, from personal conferencing on PCs & cell phones to office desktop conferencing, to large professional conferencing venues such as boardrooms, training centers, courtrooms & auditoriums.