EOS: Audio Visual Customer Service Representative

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 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 mediumsMonitor regional and global feedback groups and tasks for Video Conferencing issues and triage accordinglyDispatch maintenance services for all conference room technical systems and infrastructureRemotely troubleshoot local issues with customers for their meetings and events and escalate as neededFile service tasks to an assigned task queue to service support requests for maintenance/repairMonitor operational dashboards for service health and escalate appropriatelyParticipate in special projects including but not limited to process creation and general documentationSupport VC Ops team as required in user and interdepartmental communicationProvide biweekly communication to upper management around maintenance support requests and trending issues WHAT YOU NEED TO SUCCEED:Excellent Customer Service SkillsHigh attention to detailWord, Excel and general computer skillsExcellent written and spoken communicationBasic 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.

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