Job Summary

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
• Handle and respond to inbound phone calls, email inquiries, and escalations from Technical Support Representatives
• 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
• Reliable team technical resource for subject matter
• 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  

• High school diploma or equivalent; college degree preferred
• 2-4 years customer service experience preferred
• Minimum 2-3 years AV/teleconferencing experience preferred with a minimum 300 hours of field work.
• Networking Knowledge Preferred
• Advanced manufacturer certifications (Crestron, AMX, Cisco, Poly, Biamp)
• Preferred ITIL certification
• 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

Working Environment  

The work environment described here is representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment, such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level is generally moderate (interoffice conversations and computers/printers). 

Physical 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.  

This position regularly requires employees to sit, walk and stand; talk and hear both in person and by telephone; and use hands repetitively to operate standard office equipment.

Work Hours 

AVI-SPL reserves the right to alter work hours and work location as it deems necessary.

AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected VEVRAA Federal Contractor.