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Technical Support Representative

Prospero Integrated
Job LocationFarnborough
EducationNot Mentioned
Salary25,000 - 30,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Prospero are looking for a Technical Support Representative for one of the biggest AV Integrator companies in the world!The Technical Support Representative will be the initial contact point for our clients customers contacting their global Help Desk.Key Details:

  • Technical Support Representative
  • Farnborough Location
  • 5 day, 40 hour week, with shifts between 6:00 - 18:00
  • Smart/Casual Office attire
  • Flexible working available, 2 days remote and 3 in the office
  • 25k-30k
Key Responsibilities:
  • TSRs will have ownership and accountability for day to day Client cases, owning cases from end to end, from initial case opening tech support, dispatch, parts ordering & repairs
  • Escalate any technical support to TSEs for all cases in their region, but remain accountable
  • Dispatch AVI-SPL or partner engineers as required * Liaise with the Client Project Team to coordinate Client-network related activity, including IP addresses, wireless and guest access, site addresses/floorplans/contacts
  • Attend weekly Update video / audio / WebEx conference meetings and provide weekly reports
  • Provide monthly tracking and billing of T&M charges
  • Provide monthly SLA performance reports with explanations on all missed SLAs
  • Develop and document processes and procedures to optimize service and efficiency
  • Manage expedited repairs and next day shipping for all parts, consumables and repairs
  • Provide information to the (AVI-SPL) Client Global Account Manager as required
  • Assist standard helpdesk with High priority purchasing requirements as required.
This Technical Support Representative position requires excellent customer service, organizational, time management, problem solving and interpersonal skills.If this Technical Support Representative vacancy is of interest to you apply with an updated CV and one of our expert consultants will be in contact!

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