Support Technician

As a Support Technician, you will work with multiple internal teams to support our clients as a first point of contact to resolve their technical issues. We will rely on you to actively listen to our clients, use your technical experience, passion, and creativity to meet their needs and deliver a world-class experience across every interaction you have with them. In this role, you will not only be there to help clients with their hardware, software, and account issues, but also provide them with exceptional service.
We live by the following Core Values.
Personal Core Values

• Foster contagious enthusiasm.
• Dive in and swim. No excuses.
• Explore, learn and share every day.
• Care for and elevate those around you.

Business Core Values

• Lead with transparency, integrity, and ownership.
• Craft simple, powerful solutions that work
• Be agile and flexible to achieve the goal.
• Embrace transformational technologies
• Deliver extraordinary experiences.

Responsibilities:

• Provide an extraordinary experience to both internal and external customers
• Manage, and troubleshoot issues to the highest standards
• Work with internal and external stakeholders to deliver quality support that exceed customer expectations
• Believe in our products and services and provides extraordinary experiences to our customers.
• Successful management and follow through of customer escalations
• Maintaining a high degree of awareness and control over ticket status and customer sentiment
• Periodic review of tickets to ensure SLA and Customer Satisfaction are met
• Prepare internal and external reports pertaining to ticket status
• Analyze, manage, and solve issues/tickets in a timely manner
• Actively manage and monitor all assigned subcontractors to ensure each meet and exceed our standards
• Utilize existing tools to monitor tickets/issues
• Manage customer, partner and internal escalations to help provide resolution to unforeseen issues

Qualifications:

• 3+ years of support experience
• 3+ years of customer service experience
• Strong troubleshooting skills
• Ability to think through problems and visualize solutions.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Ability to work with all levels of staff within and outside of IT and outside the organization.
• A self-starter able to work independently but comfortable working in a team environment.
• AV conference room solutions experience

Preferred Experience:

• Enterprise networking
• Active Directory
• Azure Active Directory
• Microsoft Teams Admin Center (TAC)
• Microsoft 365 Admin Center
• Microsoft Exchange Server
• Skype for Business Server
• Zendesk or similar case management tool