24 feb
AVI-SPL MEXICO
Nuevo Casas Grandes
.The AVI-SPL Technical Support Engineer (TSE) can be the initial or secondary contact point for AVI-SPL customers contacting our Global Help Desk.
The TSE 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.
**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 AV 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 in On-site dispatching, technical troubleshooting and case remediation- 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- May need to travel to various job sites- Provide client support to users in the operations and configuration of videoconferencing systems- 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 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- Ability to troubleshoot basic to intermediate AV and video teleconferencing issues- Demonstrated understanding of AV room schematics as well as floor plans- Proficient with workplace databases and tools**GOALS / OUTLOOK OF THE POSITION**- Become familiar with AVI-SPL people, processes, and systems- Develop an understanding of AVI-SPL measured CSAT and NPS metrics and how the role impacts these scores- First 90 Days:- Introduction to AVI-SPL Systems and Processes- Evaluation of current AV/VTC Knowledge- Customer Service Fundamentals- Able to navigate AVI-SPL file structure- Next 9 Months:- Continued learning on AVI-SPL Systems and Processes- Continued work in obtaining mid-level industry specific certifications- Asset to TSR role- Obtain manufacturer training to meet industry standards (Determined by AVI-SPL)**Education and/or Experience**- 2-4 years customer service experience preferred- Minimum 2-3 years AV/teleconferencing experience preferred with a minimum 300 hours of field work
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