Description:
Job Responsibilities:
* Responsible for acting as a primary interface for the customer
* Liaise with the Helpdesk team on tickets and troubleshooting when required
* Ensure AVI-SPL customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests
* To act as an escalation point to the Technical Support Representatives / monitoring team for their support needs
* Perform initial contact for incoming customer requests for support that we receive via phone, chat and e-mail
* To open cases in the AVI-SPL Ticketing system, work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand
* Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible
o Document all actions taken and update the case
o Add continuing updates to the case as it progresses
* Initiate escalation & assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required
* Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated
* Initiate field service visits as necessary
* Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations
* Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions
* Order any parts required, organise loan equipment, order consumable items & spares & dispatch engineers as necessary within the required SLA
* Maintain a consistent record of good attendance, positive attitude, strong work ethic, and be able to embrace a team centric environment
* Other responsibilities as necessary or assigned
General Responsibilities:
* Answer phones, chat and alarms in support of on-going conferences and provide workarounds and solutions to the issue the customer is describing
* Perform escalated troubleshooting and training to the customer and internal teams as needed
* Capture network files and logs
* Provide support as a dedicated tech on high profile meetings when required
* Data entry into department database
* Consult with the immediate Supervisor on any technical failures resulting from a meeting
* Attend department meetings and training as needed
* All other related duties
Qualifications & Skills:
* MTR, Zoom, Logi and Lenovo operational experience
* Ideally 5 years work experience operating with customers in a service capacity
* Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
* Proven decision maker under pressure
* Able to take ownership with decisive action to restore services
* Incident and problem management expertise
* Self-motivated and driven to deliver in a challenging global multi-cultural environment
* Ability to work in a high-pressure situation with tight deadlines
* Excellent written, oral communication and reporting skills
* Good time management and organizational skills
* Ability and desire to learn new skills quickly