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