Rep, Technical Support

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 ProAV, Video Conferencing, and Unified Communication solutions
• Develop core technical competency across key monitoring platforms and devices
• Collaborate with other Global Support Operations Center Employees to provide seamless incident creation and escalation
• Quickly and effectively respond to incidents detected by automated monitoring system
• Respond promptly to customer inquiries and document interactions
• Participate as needed in prescribed training curricula
• Follow up on open issues with escalation groups to provide feedback to customer
• Keep certifications updated (as applicable and with Management approval)
• Other duties assigned as needed

SKILLS AND ABILITIES

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner.
• Analytical and process-oriented
• Able to follow documented operating procedures and escalation criteria
• 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