OverviewPerform as part of the overall AVI-SPL Global Conference Services team by delivering remote technical audio/video support for our customers' meeting experience. This position may be the initial point of contact for both internal (AVI-SPL) and external customers. Responsibilities include responding to customer phone calls, chat and e-mails, launching and troubleshooting multiple video meetings, opening and escalating tickets for customer issues, and keeping the team updated because of the 24/7 environment. The employee will participate in on-going training and certification efforts to ensure knowledge base remains current in support of advanced technology solutions. This person will work closely with other members of the team to learn technical acumen and standard methods of operation within the organization.Day-to-Day ResponsibilitiesAct as a primary interface for the customer; liaise with the Helpdesk team on tickets and troubleshooting as required.Ensure AVI-SPL customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.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 via phone, chat and e-mail.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 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 and 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 and dispatch engineers as necessary within the required SLA.Maintain a consistent record of good attendance, positive attitude, strong work ethic, and a team-centric environment.Other responsibilities as necessary or assigned.General ResponsibilitiesAnswer phones, chat and alarms in support of ongoing 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 & SkillsMTR, 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 Conferferencing, 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.BenefitsAVI-SPL are the global leaders in universal communications; we offer a dynamic company culture and a supportive work environment.Health & Wellbeing: Private Healthcare; Access to Employee Assistance and Wellbeing Support; Mental Health Support.Work & Home Life Balance; Flexible working policy; Learning & Development; Access to online learning resources.AVIXA membership for industry learning; Employee Discounts; Access to online retail discount platform.Discounted products through our recognised partners; Other: Cycle to work scheme; Season ticket loans; Generous referral scheme. #J-18808-Ljbffr