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Technical Support Specialist

SnapAV - Melbourne, VIC

Source: uWorkin



SnapAV is a leading manufacturer and distributor of audio, video, surveillance, power, and wiring equipment for residential and commercial A/V integrators. We believe that life’s better when everything works together. And the same can be said about the collaborative work we do. Join our award-winning team in our continuous quest to deliver the most brilliant, personalized smart home experiences to people around the world.

Reporting to a Technical Support Supervisor, the Technical Support Specialist will be responsible for answering dealer technical inquiries through phone, chat and email communication specific to the SnapAV product lines, including Control4, Triad, Pakedge, Araknis, Luma and Binary. The candidate must be comfortable working in a fast-paced, environment that is goal oriented and emphasizes accountability for delivering results. The Technical Support Specialist will be responsible for establishing a point of resolution for each technical inquiry from our partners in a variety of markets including APAC, USA and UK, as well as liaising with different internal departments around the globe.

If you are a multitasking, out-of-the-box thinker, efficient and productive go-getter then this role is for you! Join a growing team that leads our industry in world class technical support and connected home solutions.


  • Serve as contributing member of a high-performing technical support team by supplying our customers Control4 product support via phone, email, and chat
  • Listen attentively to customer needs and concerns
  • Participate in monitoring and answering dealer inquiries through a technical forum
  • Create knowledge base articles for our tech support knowledge base
  • Participate in product Beta testing and provide feedback
  • Collaborate with the product development team and provide feedback when necessary, including validating and authoring defect reports
  • Ability to learn home automation, IoT, Media distribution (HDBaseT or Video over IP), high end audio, HVAC, Low Voltage wiring, Electrical wiring, Smart lighting, etc.


Required Qualifications
  • High School diploma or equivalent
  • 1 Year Customer Service Experience
  • In-field Experience in one or more of the following fields: Home Automation, High Voltage, Low Voltage, Security, Multiroom audio/Video, Networking, Surveillance.
  • Technical aptitude and the ability to troubleshoot complex systems.
  • Interest in the technical industry and products (IoT, Smart Home, Surveillance, Networking, Home Theater, etc.)
  • Experience with Microsoft Office Products

Preferred Qualifications
  • Advanced Degree
  • Residential automation install/programming experience (preferably Control4)
  • Professional experience installing and/or troubleshooting Control4 products or services
  • Experience with Salesforce
  • Previous call center experience
  • Knowledge of networking including, advanced router configurations, use of managed switches, firewalls, VLAN configurations
  • CCNA, Network+, or equivalent industry network qualifications