Audio Visual Support Coordinator – Onsite Customer Staffing (Madison, NJ)
Audio Visual Support Coordinator – Onsite Customer Staffing
Location: Madison, NJ
Status: Full Time

Be a valuable team member of the Service Team as a Helpdesk Support Coordinator providing technical expertise and customer support.

Duties & Responsibilities:
  • Supporting the Verrex customer in the day-to-day operation and functionality of their helpdesk and administrative needs
  • Answer all incoming support calls / emails to address potential customer issues and escalate these issues as necessary
  • Enter all incoming trouble tickets accurately into the customer ticketing system, if applicable
  • Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets as required
  • Professionally answer telephone support calls across all three regions
  • Real-time basic troubleshooting or trouble isolation with customer via Telephone, EMAIL and / or Video
  • Documenting all service related issues during system testing and troubleshooting. Even if the issue is a user error, documentation is a must
  • Assist onsite technicians with scheduling meetings that pertain to VTC call management and Production Support
  • Follow direction from Global Managed Services staff and Account Manager for daily tasks, as required
Specific Responsibilities Include:
  • Act as the front line of communication for client with regards to trouble incidents and general information gathering
  • Work in a team environment to develop and maintain strong relationships with co-workers
  • Excellent written and verbal communication skills
  • Excellent organizational skills, efficient multitasking, and strong attention to detail
  • Work in a fast paced environment and handle stressful situations
  • Maintain a customer service oriented attitude
  • Respond to emergency calls from clients as required and provide remote troubleshooting
  • Must be willing to complete background checks as required by client
  • Provide feedback to Regional Supervisor on volume of calls and trends related to Service Requests and Incidents
Preferred Skills & Qualifications
  • 1-3 years prior work experience working within a client service role
  • Proficiency in MS Office applications (Outlook, Excel, Word, PowerPoint etc.) is required
  • Strong understanding of Windows Operating Systems, platforms and technologies
  • Basic Knowledge and troubleshooting of technology systems
  • Working experience with equipment like Polycom, Cisco, etc.
  • Working experience with audio / video devices from BiAmp, Clearone, Crestron, AMX, Extron, etc.
  • InfoComm CTS Certification is a plus

Compensation offered is commensurate with experience and includes a comprehensive company benefits package. Qualified candidates interested in joining a growth-oriented organization are encouraged to send their resume, including salary requirements to .