About this role
Essential Functions:
• Prioritize, classify, and escalate incidents according to standard operating procedures. • Provide first-level support for both external and internal customers, identifying issues that need attention from Engineering or product teams. • Interact with team members, management, internal departments, and business partners to maintain workflows, • escalate, and resolve customer service requests. • Deliver first-level customer service via chat, phone, and ticketing system for various product lines. • Perform additional duties as assigned by management. Experience Requirements:
• 2+ years of technical support experience with call center exposure, preferably in a product company or managed service provider setting. • Product support experience in one or more of the following areas: • Copper Cabling • Fiber Cabling • KVM Switches • Video Multimedia • Datacom/Networking • Cabinet Rack Enclosures
• Knowledge of video switching and routing, basic network understanding for AV over IP systems, and audio and video signal transmission. Education & Competencies:
• Associate's degree or equivalent education. • Exceptional communication skills, both verbal and written, in both English and Spanish. • Effective listening skills to understand client requirements. • Excellent critical thinking skills. • Ability to prioritize tasks based on urgency and scope. • Capability to work effectively across all functional groups, ensuring a seamless client experience and timely issue resolution. • Strong organizational and time management skills to set priorities and manage multiple tasks efficiently. • Service awareness of key product and service offerings. • Willingness to train on new products to provide high-level support. #LI-VB1