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