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madVR Labs is one of the fastest growing startups in the A/V industry. Since our launch five years ago, the company has established itself among other luxury top brands within the industry and grown to have operations and customers in over 40 countries. The company makes video processors used in high-end home theaters and media rooms to deliver the ultimate visual experience. Our products have earned two dozen industry awards recently, including the prestigious CEDIA 2023 Best New Hardware Global Product award. For more information about madVR Labs, visit https://madvrenvy.com.

We are seeking Technical Support Specialists to provide exceptional technical support to our rapidly growing customer base. The ideal candidate will be hard working, well-organized, have a flexible work schedule, have a high aptitude for technical matters, have experience in the Audio/Video field, be a good communicator and enjoy working in a demanding and fast-paced environment.

If you have a passion for home theater and solid knowledge of video and A/V system integration, this could be a unique opportunity to turn your expertise into a new career—even if you’re not currently working in the industry.

Position Responsibilities:
  • Help our small yet growing support team to deliver exceptional remote technical support to our dealers, integrators, and end users, resolving issues efficiently to ensure maximum customer satisfaction.
  • Provide informed consultations and guide customers on technical specifications and product capabilities.
  • Provide technical support over phone, email (Zendesk) and text, along with timely follow-through on support cases.
  • Maintain comprehensive knowledge of our products and keep abreast of the latest advancements in video processing technologies and the A/V industry.
  • Engage proactively with product development teams to refine product features and address customer needs effectively.
  • Resolve intricate product-related issues and escalate them as necessary to the appropriate team members, with prompt and consistent follow-up.
  • Assist with technical documentation, user manuals, and troubleshooting guides.
  • Record and communicate customer feedback, issues, and resolutions to the relevant departments promptly.
  • Troubleshooting hardware, and from time to time, performing basic repairs (such as replacing GPUs, motherboards, fans).
  • Help with product training, focusing on installation, configuration, troubleshooting and video system optimization.
Requirements:
  • Excellent customer service skills, with the ability to professionally manage demanding customers, maintaining composure and delivering solutions in high-pressure situations.
  • Good written and oral communication skills with a knack for conveying complex technical information clearly to diverse audiences.
  • Must be able to adopt a highly flexible work schedule, including occasionally handling ad-hoc support cases in the evening or weekends.
  • Willingness to travel occasionally to tradeshows and dealer showrooms to support our sales team.
  • Strong attention to detail and problem-solving abilities.
  • High aptitude for technical matters and a quick learner.
Experience / skills in any of the following is a big plus:
  • Professional experience in the Audio/Visual industry with a focus on video technologies.
  • Technical background in the IT industry.
  • Profound understanding of video processing technologies, HDMI signal handling, and A/V system integration with an ability to effectively troubleshoot and resolve technical issues.
  • Strong technical writing skills.
  • Experience with video calibration.
  • Self-managed, well-organized and good at multitasking.
  • Availability for considerable

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* 1. What is your full name?

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* 2. What is your email address?

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* 3. In what country do you live?

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* 4. What city do you live in?

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* 5. Please describe your experience with using madVR

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* 6. Tell us about the A/V gear you have experience using and configuring. List makes and models. For example, what projectors and AVRs/AVPs? What auxiliary devices (such as HD Fury products)? Experience building HTPCs? Please elaborate and be specific about your experience level with each product you list.

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* 7. Tell us about your level of experience using video and or audio calibration, if any. What meters and software tools have you used?

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* 8. On a scale of 1 to 5, how would you rate your spoken English?

1 Spoken English Ability 5
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i We adjusted the number you entered based on the slider’s scale.

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* 9. On a scale of 1 to 5, how would you rate your written English?

1 Written English Ability 5
Clear
i We adjusted the number you entered based on the slider’s scale.

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* 10. If multi-lingual, please describe what other languages besides English you speak and write, and your proficiency in each.

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* 11. How would you prefer to communicate with customers?

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* 12. This is a full time position. Please tell us about your schedule and availability, such as if there are any days of the week or times where you generally are not available. Please specify the times in Eastern Daylight Time (UTC−05:00).

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* 13. What type of support work would you enjoy doing? What type would you not enjoy doing?

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* 14. Tell us about your prior work history and experience, any personal projects and whatever else you think will help us understand your technical abilities and why you think you are well suited to be a technical support specalist for madVR Envy.

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* 15. Describe any non-technical skills you have that may be beneficial to the company. For example, technical or non-technical writing, marketing experience, and other such skills that help make you well rounded and versatile.

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* 16. What type of salary or hourly rate (in USD) are you expecting?

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* 17. After submitting this form, I will email a copy of my resume to hr@madvr.com.

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