Technical Support Representative

TL;DR

Technical Support Representative (AV): Resolving technical support issues primarily focusing on AV hardware and software from business customers with an accent on video conference system troubleshooting. Focus on handling escalated tickets, guiding Tier 1 team, and providing ad-hoc feedback on trends and customer voice.

Location: On-Site Cork, Ireland

Company

Global company empowering collaboration and fostering play with flexible hybrid work models.

What you will do

• Troubleshoot video conference system issues via phone, email, and chat.
• Resolve escalated support tickets from the Tier 1 support team.
• Assist Tier 1 team by providing guidance to resolve tickets without escalation.
• Provide ad-hoc feedback about trends, new issues, and voice of the customer.
• Assist with related projects during low support volume periods.
• Suggest process improvements when opportunities are identified.

Requirements

• Minimum 3 years of experience in AV technical support, with at least 1 year in video-conference troubleshooting
• Fluent in English with strong written and verbal communication skills
• Strong knowledge of customer care processes and techniques.
• Experience with Salesforce/Oracle/Zendesk support ticketing systems.
• Experience with one or more VC software services: Zoom, Skype, Google Hangouts.
• Ability to quickly learn new technologies, adapt to processes, and handle moderate-to-high phone volumes.

Culture & Benefits

• Hybrid work model allowing remote or on-premises depending on team.
• Comprehensive benefits packages focused on physical, financial, emotional, intellectual, and social wellbeing.
• Inclusive culture valuing diversity and differences.
• Flexible environments to care for yourself and loved ones.