Technical Support Representative

This role is a Technical Support Representative (TSR) responsible for providing technical support to clients concerning end-user issues with ProAV, Video Conferencing, and Unified Communication solutions. The TSR will diagnose, resolve, and escalate incidents, and act as a front line of support leveraging remote monitoring and management applications. They will also contribute to a 'Center of Excellence' focused on incident resolution.

Requirements

• 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
• Quickly and effectively respond to incidents detected by automated monitoring system
• Follow up on open issues with escalation groups to provide feedback to customer
• Keep certifications updated (as applicable and with Management approval)