Description
Duties & Responsibilities:
* Adhere to client Service Level Agreement terms and conditions
* Maintain a positive, empathetic, and professional attitude towards customers
* Ensure that customers receive prompt and efficient technical support of AV and Video Conferencing solutions
* Respond promptly to customer inquiries and document interactions
* Maintain a case load while managing other common tasks, including but not limited to:
* Triage/root cause analysis,
* Dispatching field technicians
* Ordering parts/issuing return
* Merchandise authorization
* Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
* Participate in On-site dispatching, technical troubleshooting and case remediation
* Participate as needed in prescribed training curricular
* Follow up on open issues with escalation groups to provide feedback to customer
* May need to travel to various job sites
* Provide client support to users in the operations and configuration of AV and videoconferencing systems
* Other duties assigned as needed
Preferred Skills:
* Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
* Self-starter capable of working independently and meeting deadlines
* Excellent verbal and written communication and interpersonal skills
* Ability to balance multiple tasks with changing priorities
* Excellent structured problem-solving skills
* Time management skills and attention to detail
* Demonstrate Technical Training
* Ability to troubleshoot basic to intermediate AV and video teleconferencing issues
* Demonstrated understanding of AV room schematics as well as floor plans
* Reliable team technical resource for subject matter
* Proficient with workplace databases and tools
Working Hours
* Monday-Friday, 8 hour shift with 1 hour for lunch, between 7am-7pm
* Overtime may be required
* To ensure that deadlines are met, it may be necessary to work outside normal hours of business and outside of the UK region.
Pension & Healthcare
* Pension and Healthcare benefits will be offered after probation period