AVI-SPL
Website:
avispl.com
Job details:
The AVI-SPL Technical Service Representative (TSR) is the initial contact point for AVI-SPL customers contacting our Global Help Desk. The TSR Level 1 will work with the Global Help Desk to provide service support for clients, with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. This position requires excellent customer service, organizational, time management, problem solving and interpersonal skills. To asses cases and case load and to reassign cases to the appropriate next level, TSR support Engineer to progress the incident managment process
- Adhere to client Service Level Agreement terms and conditions
- Maintain a positive, empathetic, and professional attitude towards customers
- Ensure that customers receive prompt and efficient technical support of ProAV and Video Conferencing solutions
- Respond promptly to customer inquiries and document interactions
- Maintain a case load while managing other common tasks, including but not limited to: triage/root cause analysis, dispatching field technicians and ordering parts/issuing return merchandise authorization
- Participate as needed in prescribed training curricula
- Follow up on open issues with escalation groups to provide feedback to customer
- Assist senior Technical Support Engineers with administrative tasks
- Keep certifications updated (as applicable & with Management approval)
- Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
- Self-starter capable of working independently and meeting deadlines
- Excellent verbal and written communication and interpersonal skills
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Time management skills and attention to detail
- Other duties assigned as needed
Click on Apply to know more.