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Collins McNicholas

Senior Technical Support Representative (Video Collaboration)

Permanent

Cork

 

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 aideen.kehoe@collinsmcnicholas.ie

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