TSE Essential Duties and Responsibilities

• Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests

• To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed

• To work cases in the CRM.  To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand

• Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA’s, Capture network files and logs
• Validate designs, configure systems, and ensure operational readiness for new customers and services.
• Provide early-life support and participate in continual service improvement initiatives.
• Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible

• Document all actions taken and update the case
• Add continuing updates to the case as it progresses
• Initiate escalation & assignment of unresolved customer issues to your supervisor and to work with the Service Delivery Manager as required
• Continually monitor, coordinate and follow up on progress of issue resolution and ensure all appropriate parties are kept updated
• Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations
• Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support new or advanced technology solutions

 TSE Qualifications & Skills:

• MTR-Pro, Cisco Control Hub, Poly Lens, Logi Sync, Q-Sys Reflect and Yeahlink operational experience preferential
• Experience in a NOC environment is preferred from an Audio Visual, Video Conferencing, IT or Network background
• Proven decision maker under pressure
• Able to take ownership with decisive action to restore services
• Incident, problem and change management expertise
• Self-motivated and driven to deliver in a challenging global multi-cultural environment
• Ability to work in a high-pressure situation with tight deadlines
• Excellent written, oral communication and reporting skills
• Good time management and organizational skills
• Ability and desire to learn new skills quickly