Customer Support Technician

At Electrosonic, we're on a mission. A mission to design, build and support innovative technology solutions that create lasting experiences where people live, work and play. We're looking for passionate, dedicated game changers to join our team and drive the future of Electrosonic. Think you have what it takes? Read on...

Questions:

1. Do you enjoy driving success in business?

1. Do you have an aptitude for troubleshooting complex systems and finding solutions for customers?

1. Do you have strong communication skills?

If you have answered "yes" to these questions, please keep reading to hear more about an exciting new opportunity at Electrosonic Inc.

The Position:

With a position at Electrosonic Inc., you join a team that provides cutting-edge solutions for world-class service. Electrosonic is made up of passionate, super-smart, energetic people, who will challenge and inspire you every day. Do you want to be part of something exciting and unique? Then please join us!

We are looking for a Customer Support Technician located in New York and supporting the region. This position reports directly to the Program Manager, Service Onsite Support / US - Health & Safety .

The Customer Support Technician is responsible for ensuring that Electrosonic clients have the best service experience possible by providing complete service. Your duty is to provide AV and VC technical support across all meeting rooms and event spaces on the client's site. The position involves a high degree of exposure, working sometimes with executive management and managing directors of the firm to provide the services listed above.

This role requires a detail minded, technically skilled and customer oriented individual; able to think quickly on your feet in a fast-paced environment. You need to be able to follow procedures and checklists but have the confidence to improvise when and where needed.

What you will be doing?

• Flexibility in shift pattern to meet client needs providing core hour coverage

• First and second line troubleshooting and diagnosis including VC network infrastructure

• Remote fault resolution and preventative maintenance (with external maintenance teams and providers as required)

• Creating, processing and updating tickets within SLAs and as appropriate

• Implementing discipline with emails, regularly updating documents and creating / updating documents (including SOP's) where applicable

• Providing clear and consistent communication to Onsite and Offsite management about risks, wins, challenges, continuous improvement and team objective progression.

• Carrying out small moves and changes

• Preventative Maintenance of assigned local spaces

• Provide assistance to wider UCC team with high profile internal town halls (where required)

Self-Management

• Ability in fault finding, using signal flow analysis, being able to read schematics and assist the team in providing true level 2 incident support

• Organization of daily activities to allow for upskill and training course completion, delivering enhanced support back to the client

• As part of the team, ensuring coverage at all times

Contract Management

• Ensuring Key Performance Indicators are met

• Full awareness of site health and safety requirements in conjunction with the Onsite Manager

• Continuous improvement of service offering

What Experience, Skills and Attributes you will need to be successful?

• Have the aptitude to 'lead by example'

• Have the tenacity to challenge requirements

• Able to work in a corporate environment dealing with senior clients

• Be organized and flexible with the ability to approach different types of tasks during the working day

• Being able to prioritize and work under pressure

• Update internal and external team members and specialist support as required

• Working as part of a team to ensure on-going monitoring of team performance and development, bringing forward ideas to increase performance and escalation of any performance issues

• Able to firefight and triage day to day challenges that occur

• Ability to recognize a client's needs and prioritize accordingly

• Have strong communication skills both verbal and written

• Ability to deliver continuous recognizable improvements

• Able to use wide range of AV technology to deliver senior client events

• Able to work effectively and achieve results with clients at all levels within an organization

• Able to adapt to various clients' needs and their AV systems and technologies

• Able to take information and input into management reports

• Capable of getting the most out of colleagues and support teams

• Good all-round knowledge of AV equipment / control systems (AMX/Crestron), cloud-based end points (Zoom, TEAMs) and associated IT Infrastructure

• Good understanding and ability to adopt support applications such as Outlook, Excel, Word, and visual tracking tools such as Trello and Slack

• Strong adherence and utilization of ticketing systems such as Service Now (SNOW) ensuring all associated tickets are updated every 72 hours

• Own self-improvement - recommending training needs and building manufacturer relationships and benefits to the client

• Keen to understand and adopt new technologies

What qualifications are required?

• Ability to analyze customer situations, make decisions and solve problems under pressure.

• Ability to work with a high degree of accuracy and detail.

• Basic numeric skills.

• Ability to maintain positive working relationships with management, co-workers, clients and vendors.

• Ability to communicate effectively face-to-face, in groups, and via telephone and written communication.

• Ability to be detail oriented and work without supervision.

• High School diploma required

• College degree in a related technical field a plus

• Strong desire to learn and be trained.

• Previous AV or IT Experience is a plus

• Extensive Travel for site work, training and team meetings

• Experience

  1. Tier I 1 years Technical

SPECIAL PHYSICAL REQUIREMENTS:

The employee must be able to regularly lift 25 pounds and occasionally lift 75 pounds. Specific vision acuity requirements include close vision, depth perception, and color recognition. This person will frequently be required to be on step ladders up to 12' and extension ladders to 26'. Occasional use of a man-lift up to 40' will also be required.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.