Rep, Technical Support

2 weeks ago

Quebec City, Canada AVI-SPL Full time

Description:
Job Summary
- The AVI-SPL Global Helpdesk Technical Support Representative (TSR) is the initial contact point for AVI-SPL customers both internal and external. This position requires excellent Customer Service organizational time management and inter-personal skills.

Essential

**Responsibilities**:

- Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions.
- Maintain the TSR case load while managing other common tasks including but not limited to: Triage/root cause analysis Dispatching field technicians ordering parts/ issuing RMA’s
- Troubleshoot document and issue remediation methodologies for contracted and T&M-based clients
- Provide client support to users in the operations and configuration of videoconferencing systems
- Participate as needed in prescribed training curriculum
- Follow up on open issues with escalation groups to provide feedback to customer

Other duties assigned as needed

Skills and Abilities
- Communicate and interact with internal employees clients and colleagues in a professional and timely manner
- Self-starter capable of working independently and ensuring to meet deadlines
- Excellent communication and interpersonal skills both verbal and written
- Ability to balance multiple tasks with changing priorities
- Excellent structured problem-solving skills
- Demonstrate time management skills with attention to detail
- Ability to troubleshoot basic AV and Video Teleconferencing issues

Education and/or Experience
- High School Diploma or equivalent is required
- Formal education in Electronics or related field preferred
- Minimum 1-2 years AV/Teleconferencing experience preferred
- Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure
- Demonstrated knowledge of AV Control systems and integrated room peripherals is desired

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