Technical Support Representative

The Technical Support Representative (TSR) role provides technical support to clients, investigating, resolving, or escalating incidents as required, while delivering a world-class customer service experience.

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 of ProAV, Video Conferencing, and Unified Communication solutions
• Develop core technical competency across key monitoring platforms and devices
• Quickly and effectively respond to incidents detected by automated monitoring system
• Respond promptly to customer inquiries and document interactions
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Keep certifications updated (as applicable and with Management approval)
• Responsible for level 1 remote support of to multimedia estate
• Escalate all incidents to the onsite maintenance teams where required
• Perform remote troubleshooting for other locations globally
• Perform remote checkouts and RFB tests following system updates
• Work with other internal teams to co-ordinate rfb checks following updates to Infrastructure
• Execute firmware and software upgrades of Multimedia equipment
• Problem incident queue management

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan