Technical Support Representative at AVI-SPL

Sacramento, California, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

23.08

Posted On

19 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Organizational Skills, Time Management, Interpersonal Skills, Communication Skills, Problem-Solving Skills, Troubleshooting, AV Systems, Video Conferencing, Documentation, Technical Support, Triage, Root Cause Analysis, Attention to Detail, Self-Starter, Field Technician Dispatching

Industry

IT Services and IT Consulting

Description

Description Job Summary The AVI-SPL Global Helpdesk Technical Service Representative (TSR) is the initial contact point for AVI-SPL customers both internal and external. This position requires excellent Customer Service, organizational, time management, and inter-personal skills. Essential Duties and Responsibilities Ensure customers are receiving prompt and efficient technical support of ProAV and Video Conferencing solutions. Handle and respond to inbound phone calls and email inquires Maintain the TSR case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA’s Troubleshoot, document and issue remediation methodologies for contracted and T&M-based clients Provide client support to users in the operations and configuration of videoconferencing systems Participate as needed in prescribed training curriculum Follow up on open issues with escalation groups to provide feedback to customer 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 ensuring to meet deadlines Excellent communication and interpersonal skills, both verbal and written Ability to balance multiple tasks with changing priorities Excellent structured problem-solving skills Demonstrate time management skills with attention to detail Ability to troubleshoot basic AV and Video Teleconferencing issues Education and/or Experience High School Diploma or equivalent is required Formal education in Electronics or related field preferred Minimum 1-2 years AV/Teleconferencing experience preferred Demonstrated knowledge of Video Teleconferencing endpoints and infrastructure Demonstrated knowledge of AV Control systems and integrated room peripherals is desired Working Environment The work environment characteristics described here are 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 work environment is generally moderate in noise (inter-office 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 or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment Direct Reports None Work Hours AVI-SPL reserves the right to alter work hours and work location as deems necessary AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran ProtectedVEVRAA Federal Contractor Pay Type Min Base Max Base Hourly $18.27/hr $23.08/hr This pay range represents the base salary for this position. Actual compensation within the range will depend on a variety of factors including but not limited to experience, skills, and location.

Responsibilities

The Technical Support Representative is the initial contact point for customers, providing prompt and efficient technical support for ProAV and Video Conferencing solutions. Responsibilities include handling inbound inquiries, troubleshooting issues, and managing case loads while ensuring customer satisfaction.