Collins McNicholas

Technical Support Representative (Video Collaboration)




The Video Collaboration Tech Support Representative is responsible for enthusiastically resolving technical support issues from customers and providing technical guidance to Tier 1 team members.


Job Responsibilities:

  • Troubleshoot video conference (VC) system issues for customers via phone, email and chat
  • Assist Tier 1 support team by providing guidance to resolve tickets without escalation
  • Provide ad-hoc feedback about trends, new issues and the voice of the customer
  • Suggest process improvements when you see opportunities and dissent when you don’t agree


Skills, Experience and Qualifications Required:

  • Minimum 3 years of experience in a audio-video (AV) technical support capacity, with at least 1 years video-conference (VC) troubleshooting experience
  • Minimum 2 years of providing technical support via phone
  • Experience adapting to solve problems when normal solutions break down
  • Knowledge of PC and/or other non-AV system troubleshooting a plus
  • Knowledge of computer networking and USB devices a plus
  • Fluent (written and spoken) in English and French or German
  • Strong and verifiable knowledge of customer care processes and techniques
  • Demonstrated experience handling moderate-to-high phone call volume
  • 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

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