Video/AV Phone Support Tier 1


Job Details

MAJOR RESPONSIBILITIES AND DUTIES1. Provide Post-Sales Technical support for videoconferencing and integration clients2. Provide excellent customer service and build customer relationships3. Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction4. Possess working knowledge of Audio, Video, Video Conference and Control systems5. Answer client calls (audio and video) and emails, open & follow-up on Service trouble tickets, troubleshoot problems and take appropriate action to resolve6. Work closely with Integration Service Manager & technicians to help remedy any service issues that arise in a professional manner7. Provide additional training to clients as needed for video and audio-visual products8. Use solution-oriented approach for all service issues. Solutions must be quickly determined and implemented. All solutions must include a combination of expediency, economics, and resourcefulness to fulfill SKC standards9. Document customer interactions in Salesforce10. Work within the CRM parameters to track open issues and view reports for self-efficiencies11. Demonstrate all SKC approved products for clients and SKC staff as needed12. Ability to upgrade software on existing inventory and installed videoconferencing/ streaming related equipment13. Proactively research products and gain understanding of how SKC supported products function14. Provide any other support to ensure SKC operates up to standards on a daily basis15. Make service calls to client locations to troubleshoot and resolve audio-visual equipment problemsENVIRONMENTWork EnvironmentSKC Communication Products, LLC promotes from within and strives to recognize each associate's individual talents. SKC believes that our associates are our company's most valuable asset. Consequently, SKC enjoys low turnover, promotes from within and fosters a strong team atmosphere. SKC offers a business casual environment, and we encourage our employees to be creative and enjoy the time they spend at work.Special Physical RequirementsCapable of lifting to shoulder height 50-70 lbs.Travel0-20%EducationCollege/Technical degree preferredExperienceTier 1 0-2 yearsPreferred Qualifications1. Great communication skills+ Excellent organizational skills+ IT help desk experienceGeneral QualificationsAbility to analyze customer situations, make decisions and solve problems under pressure. Ability to work with a high degree of accuracy and detail. Basic numeric skills. Ability to maintain positive working relationships with management, co-workers, clients and vendors. Ability to communicate effectively face-to-face, in groups, and via telephone and written communication. Ability to travel. Ability to sit for long periods of time entering computer data, researching leads, and telephone communication (up to eight (8) hours). Ability to be detail oriented, work without supervision and must be available during working hours.The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, knowledge, skills and abilities required of individuals so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.EOE/AA/Veterans/Disabled





 SKC Communication Products LLC

 05/21/2024

 All cities,KS