Offer summary

Qualifications:

Experience in helpdesk, technical support, or customer service roles, preferably with AV or IT systems., Strong communication skills and a customer-first mindset., Ability to manage multiple priorities and make decisions under pressure., Proficiency with ticketing and project management systems like Zendesk and Monday.com..

Key responsibilities:

Respond to AV support requests and manage support tickets.

Troubleshoot AV-related issues and escalate when necessary.

Coordinate urgent and non-SLA service requests, including event support.

Provide remote support and guidance for AV system operations.

Job description

About Us:

RecruitGo is a leading Employer of Record (EOR) company specializing in bridging top talents in emerging markets with global clients. Our services enable businesses to hire, manage, and pay employees internationally with ease. We are committed to providing seamless and efficient solutions to our clients and fostering a dynamic and inclusive work environment for our team.

Position Overview

RecruitGo is looking for a dedicated and proactive AV Technical Helpdesk Support professional to join our national support team. In this role, you’ll be the first point of contact for our external client base, managing technical support inquiries related to AV systems and services. You’ll ensure smooth communication, accurate issue tracking, and timely resolutions — all while delivering an exceptional customer experience.

This position is ideal for someone who thrives in a fastpaced technical environment, has strong multitasking skills, and enjoys solving problems collaboratively.

Responsibilities:

Serve as the primary national helpdesk contact, responding to AV support requests and adhering to SLA timelines.
Answer inbound support calls and generate support tickets using Zendesk.
Prioritize and manage client issues based on urgency and business impact, providing clear status updates.
Troubleshoot AVrelated issues and escalate when necessary to ensure minimal disruption.
Coordinate urgent and nonSLA service requests, including event support or live troubleshooting.
Provide remote support and overthephone guidance for AV system operations.
Prepare and manage service quotations, track approvals, and create jobs accordingly.
Schedule technicians based on urgency, availability, and location — ensuring proper briefings and updates.
Assist field technicians remotely with testing and diagnostics.
Maintain and update client maintenance records using Monday.com.
Manage returns, repairs, and spare parts logistics in coordination with statebased teams.
Generate and distribute quarterly reports on expiring or overdue maintenance agreements.
Invoice clients directly for ad hoc jobs and coordinate with the finance team when necessary.
Log and manage tickets using Zendesk and Monday.com, ensuring timely resolution and communication.
Support continuous improvement projects and contribute to teamwide initiatives.