Technical Support Representative
AVI‑SPL
Job Title
Essential Duties and Responsibilities: Ensure customers are receiving prompt, professional and efficient customer service and technical support of Unified Communication solutions. Proactively respond to events within Utelogy (monitoring system), cases in Service Now, inbound phone calls, and email inquiries. Follow up on open issues with escalation groups to provide feedback to customer. Schedule and coordinate preventative maintenance visits and service dispatches. Communicate with clients, vendors, and internal teams to ensure timely completion of tasks. Monitor and update cases, work orders with latest activities performed, maintain documentation, and escalate risks when necessary. To co-ordinate and prioritize asset information accuracy. Coordinate with respective partners across the region to provide support. Participate as needed in prescribed training curriculum. Other duties assigned as needed.
Skills and Abilities Minimum one year's working experience or field experience about troubleshooting AV / VTC / UCC environments. Ideally knowledge and experience of working with MTR-Pro, Poly, Logi and Q-Sys – training will be provided. Communicate and interact with internal employees, customer contacts in a professional and timely manner. Energized self-starter capable of working and thinking independently and ensuring to meet deadlines. Good communication and interpersonal skills, both spoken and written English. Good organizational skills in the practice of time management, scheduling, prioritizing through to-do and to-don't list, project management skills, consistent communication, multitasking, and flexibility with the ability to switch tasks while adapting to changing priorities.