Customer Support Engineer

JOB DESCRIPTION

• Answer ACD calls related to technical issues of the users ranging from local desktop to applications and AV requirements.  Respond to email and SRS requests for audio conference bookings.
• Act as conference operator for high profile calls.
• First line troubleshooting if problems are reported using diagnostic techniques.
• Translate user requirements to the system for event execution.
• Resolve booking issues and ensure latest information is made available for event setup.
• Remote setup and tear down of Audio Visual events including VCs as per the user requirements.
• Supporting the client in the use of AV Systems.
• Supporting Video Conferencing calls.
• Liaising with stakeholders to ensure successful execution of events
• Coordinate preventative maintenance to AV equipment.
• Troubleshoot AV / Event related issues during set up or during the actual call, as and when it arises
• Escalation when problems persist.
• Promote and adhere to the Company’s policy and procedures.
• Running metric reports.
• Any other responsibilities as requested by the lead and / or any designated member from the team.
• Should be flexible to work in any of the 24 x 7 shift.
• Skills:
• Excellent Communication