The AVI-SPL Global Helpdesk Technical Service 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
Skills and Abilities
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
Education and/or Experience
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
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).
Physical Requirements
The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment
Direct Reports
None
Work Hours
AVI-SPL reserves the right to alter work hours and work location as deems necessary
AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran ProtectedVEVRAA Federal Contractor
Salary.com Estimation for Rep, Technical Support in Anywhere, CO
$40,071 to $50,228
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