Technical Support Representative
Core
Resolving technical support issues for AV hardware and software, handling escalations from Tier 1, and providing guidance to the Tier 1 team.
Role type
Senior IC technical support representative (AV/Video Conferencing)
Builds
Video conference systems and related AV solutions for business customers
Domain
Enterprise technology / Video Conferencing
Deliverable
client delivery
Required skills
AV technical support, video-conference troubleshooting, customer care processes, Salesforce/Oracle/Zendesk, Zoom/Skype/Google Hangouts
Preferred skills
process improvement, trend analysis, project assistance
Responsibilities
Troubleshooting video conference system issues via phone, email, and chat; Resolving escalated support tickets from the Tier 1 support team; Assisting the Tier 1 support team by providing guidance to resolve tickets without escalation; Providing ad-hoc feedback about trends, new issues, and the voice of the customer; Suggesting process improvements when opportunities are identified
Seniority
Mid-level, hands-on IC
