WHO WE ARE:

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.

POSITION OVERVIEW:

The AV Customer Support 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.

Hybrid position - 3 days a week onsite 

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