Experience in technical support or service desk with case management and SLA adherence.
Strong communication and collaboration skills to coordinate with customers, internal teams, and vendors.
Troubleshooting ability and experience coordinating resolutions with escalation groups.
Experience with hardware repair processes, RMAs, quotes, pricing, and parts coordination.
Requirements:
Case management: monitor, prioritize, and manage customer requests to meet or exceed SLAs, including dispatching field technicians and processing parts requests.
Follow-ups and collaboration: communicate with customers and internal teams to provide updates and ensure open cases are resolved effectively.
Vendor management and escalation: oversee hardware repair coordination (RMAs, quotes, pricing, compatibility, lead times) and escalate complex issues as needed.
Troubleshooting and proactive monitoring: identify and troubleshoot issues and use monitoring tools to proactively address customer environment issues; participate in ongoing training to stay up to date on products.
Job description
Long Description:
Day-To-Day Responsibilities:
Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs. This will include dispatching field technicians, and processing parts requests where needed.
Follow-Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
Vendor Management: Oversee hardware repair coordination, including Return Merchandise Authorizations (RMAs), obtain and evaluate quotes, ensure accurate pricing, compatibility and lead times where applicable.
Troubleshooting: Coordinate solutions by identifying and troubleshooting issues.
Collaboration: Work with internal teams, including escalation groups, to resolve customer challenges and ensure satisfaction.
Escalation Handling: Highlight complex technical issues to appropriate internal or external resources for advanced troubleshooting and resolution.
Monitoring & Proactive Support: Utilize monitoring tools like AVI-SPL’s Symphony to proactively identify and address customer environment issues.
Training & Development Participate in ongoing training programs to stay up to date on AVI-SPL products, services, and emerging AV technologies.
