Collins McNicholas

Technical Support Representative (Video Collaboration)

Permanent

Cork

 

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 aideen.kehoe@collinsmcnicholas.ie

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