WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

Essential Duties and Responsibilities

• Answer incoming support calls from Symphony customers, enter case information in the Jira Case Management System, and provide basic troubleshooting

• Review Jira cases entered directly by Symphony customers, perform basic troubleshooting, and assign the case to a support team member as needed

• Maintain a positive, empathetic, and professional attitude towards customers

• Ensure that customers receive prompt and efficient technical support

• Respond promptly to customer inquiries and document interactions in the Symphony Jira Case Management System

• Maintain a case load while managing other common tasks, including but not limited to: assisting with triage/root cause analysis and escalating cases to other support resources as needed

• 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

• 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

GOALS / OUTLOOK OF THE POSITION

• Become familiar with SYaaS processes, documentation, troubleshooting guides, and systems

• Obtain a general understanding of key technology components

• Develop an understanding of Symphony measured CSAT and other metrics and how the role impacts these measures

• Contribute to identifying improvements for troubleshooting and training materials

Education and/or Experience 

• High school diploma or equivalent; college degree preferred

• Customer service experience preferred

• AV/teleconferencing experience preferred

• Knowledge of video teleconferencing endpoints and infrastructure is desired

• Knowledge of AV control systems and integrated room peripherals is desired

WHY YOU’LL LIKE WORKING HERE
• Medical benefits
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

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. 
AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.