TSR Essential Duties and Responsibilities:

• Ensure customers are receiving prompt, professional and efficient customer service and technical support of Unified Communication solutions.
• Proactively respond to events within Utelogy (monitoring system), cases in Service Now, inbound phone calls, and email inquiries.
• Follow up on open issues with escalation groups to provide feedback to customer.
• Schedule and coordinate preventative maintenance visits and service dispatches.
• Communicate with clients, vendors, and internal teams to ensure timely completion of tasks.
• Monitor and update cases, work orders with latest activities performed, maintain documentation, and escalate risks when necessary.
• To co-ordinate and prioritize asset information accuracy.
• Coordinate with respective partners across the region to provide support.
• Participate as needed in prescribed training curriculum.
• Other duties assigned as needed.

TSR Skills and Abilities  

• Minimum one year’s working experience or Field experience about troubleshooting AV / VTC / UCC environments.
• Ideally knowledge and experience of working with MTR-Pro, Poly, Logi and Q-Sys – training will be provided.
• Communicate and interact with internal employees, customer contacts in a professional and timely manner.
• Energized self-starter capable of working and thinking independently and ensuring to meet deadlines.
• Good communication and interpersonal skills, both spoken and written English.
• Good Organizational skills in the practice of time management, scheduling, prioritizing through to-do and to-don't list, project management skills, consistent communication, multitasking, and flexibility with the ability to switch tasks while adapting to changing priorities.