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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
  • Document all actions taken and update the case
  • 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

• 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