Product Technical Support Representative

Valcom isn't just a company — it's a hub of innovation, redefining communication in a rapidly evolving world. As a global leader in voice paging, intercom, and emergency notification systems, we're shaping the future of how people connect and save lives around the world. With 250 employees, virtually all Valcom's products are engineered, manufactured, and supported in our 120,000-square-foot facility in Roanoke, Virginia.

Valcom is proud to be a part of Potter Global Industries. Our private equity firm, KKR, offers a unique benefit and opportunity for all employees to participate in an ownership program of Potter Global Technologies. Being a co-owner allows each employee to play a more direct role in the business itself and reap the financial benefits of the Company’s success. It’s a unique employee benefit that you won’t find with our competitors. 

Are you a problem-solver who enjoys helping customers with technical challenges? We are seeking a Product Technical Support Representative to assist customers with the layout, design, and troubleshooting of our analog and IP-based voice and data systems. In this role, you’ll provide expert guidance via phone, email, and chat—helping businesses and organizations optimize their communication systems. If you have a knack for technical problem-solving, excellent communication skills, and a passion for customer service, we want to hear from you!

This is an on-site position at our facility, where you’ll work closely with customers and internal teams to resolve technical issues and ensure seamless product integration. You’ll play a key role in supporting our cutting-edge mass notification solutions while gaining hands-on experience with VoIP, analog audio, and IP network systems. Valcom offers a collaborative work environment, comprehensive benefits, and opportunities for professional growth. Join us and be part of a team that keeps critical communication systems running smoothly!

Essential Functions

• Respond promptly to customer inquiries via phone, email, or chat, providing expert guidance on analog and IP products.
• Assist customers with system layout, design, and configuration tailored to their specific needs.
• Troubleshoot and resolve technical issues with voice and data systems, ensuring minimal downtime for customers.
• Escalate complex technical issues to higher-level support teams as necessary, following established protocols.
• Explain product features, installation processes, and system compatibility requirements to customers.
• Provide step-by-step support for product setup and configuration.
• Document troubleshooting steps and customer interactions in the support database for future reference.
• Provide feedback on recurring customer issues to the product development team to drive improvements.

 Work Environment/Physical Demands/Travel

This job operates in a professional office environment with minimum exposure to temperature extremes and noise. Routinely uses standard office equipment such as computers, phones and photocopiers. The ability to communicate information and ideas so others will understand; exchange accurate information; solve complex problems; ability to manipulate and feel with fingers to operate equipment, and the ability to observe details at close range.

Required Qualifications

• High school diploma/GED.
• One or more years’ experience in a customer service environment.
• Experience in VoIP, Analog, Audio systems/voice paging and IP network systems.

Preferred Qualifications

• Degree in electronics or related field.
• Experience in a technical servic