Senior Technical Support Representative

Collins Mcnicholas Recruitment

Cork

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. For more information on our Recruitment and HR Services, and to see a full list of our available jobs across Ireland, please visit our website at www.collinsmcnicholas.ie. Follow us on LinkedIn and connect with our consultants to discuss all the latest jobs! This job originally appeared on RecruitIreland.com.

1863 days ago