Job Description
The AVI-SPL Technical Service Representative (TSR) is the initial contact point for AVI-SPL customers contacting our Global Service Operations Center (GSOC). The TSR will provide service support for clients with the end goal of restoring functionality to client assets while delivering a world-class customer service experience. The role is also responsible for investigating, resolving, or escalating incidents as required. This position will act as the front line of support utilizing remote monitoring and management applications. They will help establish a “Center of Excellence” focused on the resolution of incidents detected through remote monitoring to drive uptime and adoption of managed devices within customer environments. ESSENTIAL DUTIES AND RESPONSIBILITIES • 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, Video Conferencing, and Unified Communication solutions • Develop core technical competency across key monitoring platforms and devices • Collaborate with other Global Support Operations Center Employees to provide seamless incident creation and escalation • Quickly and effectively respond to incidents detected by automated monitoring system • Respond promptly to customer inquiries and document interactions • Participate as needed in prescribed training curricula • Follow up on open issues with escalation groups to provide feedback to customer • Keep certifications updated (as applicable and with Management approval) • Other duties assigned as needed SKILLS AND ABILITIES • Communicate and interact with internal employees, clients and colleagues in a professional and timely manner. • Analytical and process-oriented • Able to follow documented operating procedures and escalation criteria • 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
ESSENTIAL DUTIES AND RESPONSIBILITIES • 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, Video Conferencing, and Unified Communication solutions • Develop core technical competency across key monitoring platforms and devices • Collaborate with other Global Support Operations Center Employees to provide seamless incident creation and escalation • Quickly and effectively respond to incidents detected by automated monitoring system • Respond promptly to customer inquiries and document interactions • Participate as needed in prescribed training curricula • Follow up on open issues with escalation groups to provide feedback to customer • Keep certifications updated (as applicable and with Management approval) • Other duties assigned as needed SKILLS AND ABILITIES • Communicate and interact with internal employees, clients and colleagues in a professional and timely manner. • Analytical and process-oriented • Able to follow documented operating procedures and escalation criteria • 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