Video for this job

Collins McNicholas

Senior Technical Support Representative (Video Collaboration)




The Senior Technical Support Representative for Video Collaboration is responsible for enthusiastically resolving complex technical support issues from customers, providing technical guidance to other team members, and working with his/her manager to ensure service levels are met.


Job Responsibilities:

  • Troubleshoot video conference (VC) system issues for customers via phone, email and chat
  • Coordinate with Tier 1 and monitor internal support agents to help ensure service levels are met:
    • Monitor support team members adherence to schedule and channel coverage
    • Report scheduling and coverage problems to manager
    • In emergencies, coordinate with Tier 1 managers and support team to handle unexpected service level threats (e.g. unexpected absences)
  • Suggest process improvements when you see opportunities and dissent when you don’t agree
  • Provide ad hoc feedback about trends, new issues, and the voice of the customer


Skills, Experience and Qualifications Required:

  • Minimum 5 years of experience in an audio-video (AV) technical support capacity, with at least 2 years video-conference (VC) troubleshooting experience
  • Strong customer service ethic
  • Demonstrated ability to handle extremely complex technical issues, including working with engineers when necessary
  • Experience supervising/leading a team, support-related or otherwise
  • Knowledge of computer networking and USB devices
  • Fluent (written and spoken) in English and either French or German
  • Experience with Salesforce/Oracle/Zendesk support ticketing systems
  • Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts


For a confidential discussion and more information on the role, please contact Aideen Kehoe on 021-4911061 or email

Firstname (required)

Surname (required)

Your Email (required)

Your mobile (required)

Upload CV (required)


In order to provide you with our services, we need to process certain personal information about you. We will only use your personal information to deliver the job-seeking or related services you have requested.

We seek your consent to store your data and provide you with the best possible service. If you have any questions regarding our legal obligations to you or your rights under the GDPR please refer to our privacy statement which clearly outlines all of your rights.

Related Articles

Med Tech Report

A new report shows that Ireland’s medical technology sector employs over 32,000 people, hosts 18 of the 25 largest Med Tech companies in the world, and has €12.6 billion worth of exports annually, making Ireland the fifth largest exporter in Europe. Ireland develops some of the most sophisticated products in the industry, with particular strengths in high […]
Read More