Technical Support Engineer TrilingÜe Español

hace 5 meses


Desde casa, México AVI-SPL MEXICO A tiempo completo

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.
- Preferred knowledge of Logitech Tap Controller
- Required knowledge of Zoom Room solutions
- Required knowledge of Microsoft Teams Room solutions
- Networking Knowledge Preferred
- Advanced manufacturer certifications (Crestron, AMX, Cisco, Poly, Biamp)
- Basic Understanding of Control/Video/Audio Systems
- Basic Understanding of UCC Platforms
- Appspace/Google Cloud/Microsoft/Zoom
- Knowledge of video teleconferencing endpoints and infrastructure
- Knowledge of AV control systems and integrated room peripherals
- Field Experience Preferred

**Salary**: $25,000.00 - $35,000.00 per month

**Experience**:

- Zoom: 1 year (required)
- Teams Meetings: 1 year (required)
- Logitec Rally: 1 year (required)

**Language**:

- portugués (required)

Work Location: Remote



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