Description
Job Summary:
Perform as part of the overall AVI-SPL Global Conference Services team by delivering remote 1st line technical support for hardware and software monitoring issues for customer video collaboration environments within a service desk environment.
This position will serve as the initial point of contact for all AV and VC activities within the contracted customer’s environment. Responsibilities include responding to customer alarms, assessing the complexity of an issue and dealing with it yourself, or escalating to the required team, phone calls and e-mails, opening and managing tier I tickets for customer issues, and keeping the team updated in line with SLA commitments.
This person, using their strong organizational and problem-solving skills and ability to prioritize and work quickly and effectively, will work closely with other members of the team to obtain the technical acumen and standard methods of operation required to support customers within the organization.
Job Responsibilities:
1. Monitor alerts for all monitored/managed devices and services under contract
2. Take ownership of incidents, requests, and problems
3. Assess the complexity of an issue and deal with it yourself, or escalate to the appropriate resolver group
4. Provide an element of 1st line support for hardware and software issues
5. Ensure all calls are logged into the relevant help desk system and progress notes are added
6. Proactively work to improve internal processes
7. Escalate high priority incidents & more complex incidents to the appropriate team or technician
8. Provide a first-class level of service by meeting or exceeding SLAs, KPIs, and Customer Satisfaction
9. Assist with the identification and analysis of trends and recurring issues affecting the business
10. Maintain a positive, empathetic, and professional attitude towards customers
11. Ensure that customers receive prompt and efficient technical support of ProAV and Video Conferencing solutions
12. Respond promptly to customer inquiries and document interactions
13. Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
14. Participate as needed in prescribed training curricula
15. Follow up on open issues with escalation groups to provide feedback to customer
16. Assist Technical Support Engineers where required
17. Perform other duties assigned as needed
General Responsibilities:
1. Answer phones and alarms in support of AV and Video Conferencing solutions
2. Perform escalated troubleshooting and training to clients and internal teams as needed
3. Capture files and logs
4. Data entry into department databases and platforms
5. Consult with the immediate Supervisor on any technical failures resulting from an alert
6. Attend department meetings and trainings as needed
7. Perform all other related duties
Requirements/Skills:
1. Previous use of a Ticket Management system
2. Good understanding of Incident/Request management and ticket handling
3. Experience of working to SLA's and KPI measures
4. Experience of using/contributing to a Knowledge base
5. Understanding of ITIL is desirable
6. Very good English communication skills
7. Excellent communication skills
8. Confident and able to work independently or as part of a team
9. Eager to develop skills and experience
10. Self-motivated, well organized
Job Qualifications:
The ideal candidates for this position will be able to think and work independently and meet necessary guidelines along with specially defined customer processes. They will effectively interact with employees, customers, and colleagues and demonstrate the ability to successfully handle multiple tasks. Other credentials include attention to detail, strong written and oral communication skills, and excellent problem-solving and troubleshooting skills. Good working knowledge of professional AV and Video Teleconferencing systems is desirable.
Goals / Outlook of the Position:
1. Become familiar with AVI-SPL people, processes, and systems
2. Obtain a general understanding of key technology components
3. Develop an understanding of AVI-SPL measured metrics and how the role impacts these
First 90 Days:
1. Introduction to AVI-SPL Systems and Processes
2. Introduction to AV and Video Conferencing
3. Customer Service Fundamentals
4. Entry Level Industry Certifications
5. Onboarding into required customer environments
Next 9 Months:
1. Continued learning on AVI-SPL Systems and Processes
2. Continued learning on AVI-SPL Customer Systems and Processes
3. Continued work in obtaining industry-specific certifications
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