CTAC Tier II Agent - Remote (AVE/DGS)

The Tier 2 Agent will provide technical support to the members of the Global Services Organization and Clients in daily Service Operations. Strive for complete customer satisfaction, repeat business, and reach for excellence in all aspects of their work at Diversified. What will you be doing?   Job Responsibilities: Create tickets for new service requests. Monitor service ticketing queue Provide remote support to end users & field service technicians  Complete Tier 2 level troubleshooting and provide technical support to clients and service technicians on the following technologies: Audio (DSP based) Systems Projection and Display Devices  Control Systems  Audio and Video Teleconferencing  Digital Signage / Video Wall Systems  Remote Monitoring  Unified Communications  Prepare quotes for any labor not covered by a Client Support Agreement. Maintain communication between the GSC Tier 1’s, Service Coordinators, Field Technicians and clients on open service tickets.  Document communications in ticketing system. Coordinate all service documentation and ensure completion. In coordination with GSC Director, translate best practices into Managed Services offerings, strategies and procedures.  Proactively complete manufacturer training for equipment that Diversified installs and supports. Work with manufacturers and vendors to develop relationships related to equipment servicing (technical support, securing return authorizations, etc). Maintain tickets by assigned status; updates/follow-up within specified SLA urgency. Assemble reports/paperwork as required for recording customer interactions. Provide a high level of customer support. Develop an on-going customer relationship, resulting in future loyalty. Provide updates to customers on any changes to their service ticket.  Establish a line of communication between Diversified and prospective clients.  Work with Account Executives to make them aware of issues not covered by agreement Able to identify escalations and get management involved as needed.  Check AV equipment within office daily to ensure proper working condition. Physical Working Environment: Frequently required to sit. Occasionally required to stand, walk and reach with hands and arms.   What do we require from you?  Job Qualifications: Education/Certifications: High School Diploma, Associates degree (AA) or equivalent experience Required/Desired Knowledge, Experience and Skills: At least 5-10 years’ experience supporting AV/IT services, supporting hardware and web-based collaboration tools. Manufacturer certifications from Cisco, Biamp, Crestron, AMX, QSC etc preferred InfoComm CTS Certification preferred. Knowledge of computers and Microsoft Office Suite, ERP and CRM applications. Takes ownership and provides solutions Excellent communication and customer service skills Ability to read and interpret documents such as system drawings/as builts, safety rules, operating instructions, and procedure manuals Ability to write routine reports and correspondence Ability to quickly switch between tasks and work under pressure with excellent result

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