AVI-SPL
Location
Markham, ON | Canada
Job description
Job Summary
• The AVI-SPL Global Helpdesk Technical Support Representative (TSR) is the initial contact point for AVI-SPL customers both internal and external. This position requires excellent Customer Service organizational time management and inter-personal skills. Essential Duties and Responsibilities
• Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
• Handle and respond to inbound phone calls and email inquires
• Maintain the TSR case load while managing other common tasks including but not limited to: Triage/root cause analysis Dispatching field technicians ordering parts/ issuing RMA’s
• Troubleshoot document and issue remediation methodologies for contracted and T&M-based clients
• Provide client support to users in the operations and configuration of videoconferencing systems
• Participate as needed in prescribed training curriculum
• Follow up on open issues with escalation groups to provide feedback to customer
Other duties assigned as needed
• Communicate and interact with internal employees clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Ability to troubleshoot basic AV and Video Teleconferencing issues
• High School Diploma or equivalent is required
• Formal education in Electronics or related field preferred
• Minimum 1-2 years AV/Teleconferencing experience preferred
• Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure
• Demonstrated knowledge of AV Control systems and integrated room peripherals is desired
Job tags
Salary
