Durham, County Durham Highgrove Recruitment Group Limited

Key Responsibilities and Duties

• Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.
• To act as an escalation point to the Technical Support Representatives with their support needs.
• When necessary perform initial contact for incoming customer requests for support that we receive via phone and e-mail - open cases in the Ticketing system, work with the customer to gather complete, detailed information to understand the issue.
• Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible. Document all actions taken and update the case. Add continuing updates to the case as it progresses.
• Coordinate ISDN and IP test calls with customers
• Initiate escalation & assignment of unresolved customer issues to the Service Delivery Manager
• Continually monitor, coordinate and follow up on progress of issue resolution and insure all appropriate parties are kept updated.
• Initiate field service visits as necessary.
• Maintain working knowledge of Audio/Video and Video Conference system operation and general configurations.

Person Specification

The ideal candidate for this position will be able to think and work independently and meet necessary guidelines. They will be able to effectively interact with employees, customers, and colleagues and demonstrate the ability to successfully handle multiple tasks / projects. Other characteristics should include attention to detail, strong written and oral communication skills, and good problem solving and troubleshooting skills. Candidates must have strong proficiency with video conferencing solutions from Cisco, LIfeSize, Polycom products, as well as AV solutions from AMX, Crestron, Extron, Biamp, ClearOne, and others.

Home automation, Creston, AMX, Lutron