General Summary:
The Technical Support Representative II is a Tier 2 escalation position responsible for troubleshooting product issues, coordinating with field agents, clients and other internal stakeholders to bring issues to resolution. This role performs timely updates to online service ticket management platforms, resolution reports and status communications.
Essential Job Functions and Responsibilities:
- Advanced troubleshooting of commercial AV systems through remote PC access by phone or through internet
- Ensuring timely resolve of service issues within a client-specified service level agreement.
- Dispatching and management of third-party service contractors.
- Maintaining consistent technical project documentation including troubleshooting guides and equipment replacement lists in accordance with departmental guidelines.
- Managing purchase orders, quotes, sales orders, shipment of product, and invoicing utilizing an in-house ERP platform
- Communicating effectively with clients, contractors, and our internal design teams regarding AV system requirements, functionality, and performance expectations
- Providing support and technical training for members of our Customer Service and Technical Service teams.
- Providing after-hours and on-call support as needed.
- Other duties as assigned by management
Required Travel:
If the job requires overnight travel, what percentage of time is spent away from home base? Up to 2%; travel would only be on an as-needed basis
Essential Job Qualifications:
- HS Diploma or GED required.
- 1-3 years of previous Customer Service experience required, working in a technology or SAAS environment is preferred; previous experience working in technical support functions
- Previous working knowledge of Oracle is preferred
- Expert customer service skills
- Outstanding listening, verbal and written communication skills in English; bilingual/multilingual is a plus
- Must be able to interact in various communication platforms including video calls, telephone calls, chats and emails professionally
- Quick and accurate data entry
- Intermediate level working in Windows and Google systems
- Detail oriented with strong analytical skills
- Strong, proactive problem solving
- Evaluate, troubleshoot and follow up on customer requests and issues timely
- Strong organization skills
- Able to present to various levels of business including management
