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Customer Support Specialist
2 semanas atrás
This position involves delivering on-site technical assistance to clients in Rio de Janeiro.
Responsibilities:- Offer technical support for end-users, resolving issues promptly and efficiently.
- Manage incident tickets, maintaining customer management systems and CMDB, ensuring seamless service delivery.
- Provide on-site support for video conferencing installations, additions, changes, deletions (MACD) requests, including equipment setup, configuration, maintenance, and removal.
- Evaluate and escalate complex issues to Poly, providing timely updates to resolve customer problems with standard Poly video conferencing products.
- Support the resolution of non-Poly related issues, including third-party appliances and peripherals.
- Maintain accurate documentation for customer video environments and process documents.
- Assist in managing asset tracking for videoconferencing equipment, including adding information to databases and tracking asset locations.
- Perform required testing and recovery from network breaches or other malicious activities affecting managed video services on Poly equipment.
- Validate end-to-end service functionality upon completion of installation activities.
- Dispose of displaced hardware/assets as needed, adhering to customer asset disposal policies.
- A bachelor's degree or equivalent experience is preferred.
- At least 2 years of experience supporting Audio-Visual systems, including experience with Poly products and/or third-party video conferencing devices.
- N/A
- Familiarity with Microsoft Teams rooms and conferencing.
- Experience installing and troubleshooting Poly video conferencing devices.
- Knowledge of Trouble Ticket and Incident Management software systems.
- Proficient in troubleshooting and incident diagnosis of computer and/or networking systems.
- Excellent verbal and written communication skills.
- Highly organized, detail-oriented, self-motivated, and able to work with minimal supervision.
- Proficiency in speaking, reading, and writing English.
- Minimum 2 years of customer service experience in a direct hands-on customer-facing role (not telephone support) with exceptional professionalism and customer service skills.
- Familiarity with data network fundamentals: TCP/IP, cabling, and LAN troubleshooting.
- Working knowledge of H.320, H.323, and SIP protocols.
