EOS IT Solutions is a leading IT and global video collaboration company. We specialize in innovative IT and video conferencing solutions, which empower businesses and organizations throughout the world. With teams of qualified IT support engineers, EOS IT Solutions offers a fast and reliable service to our clients.
The Customer Service Rep provides technical assistance to clients of audio-visual conferencing equipment and systems. This position provides operational support to customers. You will be responsible for monitoring and troubleshooting meetings, keeping track of dashboards, and providing excellent customer service. Strong critical thinking skills are required.
WHAT YOU’LL DO:
Proactively support issues reported via email, chat, phone, and other client support mediums
Monitor regional and global feedback groups and tasks for Video Conferencing issues and triage accordingly
Dispatch maintenance services for all conference room technical systems and infrastructure
Remotely troubleshoot local issues with customers for their meetings and events and escalate as needed
File service tasks to an assigned task queue to service support requests for maintenance/repair
Monitor operational dashboards for service health and escalate appropriately
Participate in special projects including but not limited to process creation and general documentation
Support VC Ops team as required in user and interdepartmental communication
Provide biweekly communication to upper management around maintenance support requests and trending issues
WHAT YOU NEED TO SUCCEED:
Excellent Customer Service Skills
High attention to detail
Word, Excel and general computer skills
Excellent written and spoken communication
Basic technical understanding of Video and Audio-Conferencing Systems
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.