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Customer Service / AV Support

Company: AVI-SPL
Location: Melville
Posted on: February 23, 2021

Job Description:

This position entails working onsite for a major fashion, beauty, makeup, and skin care company in a customer service capacity. The individual will be customer focused in delivering outstanding support for various technology issues ranging from simple to complex and will work within a team that has varying degrees of expertise.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 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 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--- Keep certifications updated (as applicable & with Management approval)--- Other duties assigned as neededQualifications--- High energy and personable individual who excels at establishing relationships--- Effective communicator (written and verbal) that can interact with employees, clients, and colleagues at all levels--- Critical thinker who can break down complex problems--- Creative problem-solver who is levelheaded in times of crisis and chaos--- Able to set priorities and manage time efficiently--- Agile and independent approach to work with a "can-do" attitude--- Has an interest in technology and is willing to learn new thingsEducation and/or Experience--- Minimum high school diploma or equivalent. College degree preferred--- Experience with various forms of technologies or web-based platforms (Skype, WebEx, Zoom, Google Hangouts, Microsoft Teams, etc---)--- Demonstrated working knowledge of AV practices and procedures --- Videoconferencing experience including operation, call set-up and equipment --- Demonstrated AV Control experience including Crestron, Extron, and/or AMX--- Experience and knowledge of web conferencing tools such as WebEx and Cisco meeting place a plusPhysical Requirements The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. --- The employee must be able to lift and/or move up to 50 pounds, be able to climb ladders up to 20 feet tall and be able to work in small spaces and on uneven surfaces --- The employee is frequently required to talk or hear--- The employee is frequently required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state or local law

Keywords: AVI-SPL, New Haven , Customer Service / AV Support, Hospitality & Tourism , Melville, Connecticut

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