Tier 2 Video Technical Support (remote)

Tier 2 Video Technical Support (remote)

Job Summary:
Provide telephone and chat technical support, open tickets, initial triage for device failures and system outages. Handle device issues and OSI Layer 1 troubleshooting. Reports to the Network Support Lead.

Duties and Responsibilities:
* Contract / Full Time / No End Date
- Work 8:30am to 5pm E.S.T.
- Handle inbound hotel guest/resident trouble calls related to internet connectivity and television services
- Troubleshoot restricted content satellite delivery systems as well as some Off-Air, OTT content delivery, and Public Viewing systems
- Answer a high volume of telephone calls from end-users and field service agents regarding service requests
- Key requests into customer service data base
- Perform OSI Layer 1 troubleshooting on network outages, PMS issues, NUC offline, and down switches and escalate unresolved issues to Tier 2
- Process parts orders, RMAs, warranty and non-warranty replacement for customers and service agents.?
- Maintain service department records, files, databases, and documents
- Follow department policies and procedures, apply industry Best Practices, participate in department meetings and training sessions, and perform additional administrative and clerical support to manager upon request
- Make Outbound calls to troubleshoot down equipment
- Dispatch field agent to resolve more complex issues
- Ensure prompt closure of all assigned service calls
- Follow escalation best practices for Priority 1 issues and related urgent cases.
- Follow up on unassigned cases and disconnected calls
- Strive for 90% resolution of customer questions and requests on first call.
- Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
- Ensure excellent customer service experience with strong interpersonal skills, empathy and patience.
- Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated callers.
- Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott, Montage)
- Consistently treat all contacts, internal and external, professionally, honestly, and respectfully.
- Accept ownership and accountability of position responsibilities
- Deliver customer-facing results that establish high standards, credibility, and quality performance.
- Other miscellaneous duties as assigned by management.

Knowledge/Skills/Abilities:
- Excellent written and spoken English (non-accented)
- Excellent telephone, verbal, and written business communication skills
- Basic-to-intermediate knowledge of networking protocols, practical application of the OSI stack, experience using Meraki for both AP and switch management
- Basic-to-intermediate knowledge of theory and practical application relating to satellite television, commercial head ends, Off Air broadcast, antennas, RF distribution, OTT content, standard and high-definition television systems, and Pro:Idiom encryption
- Basic-to-intermediate understanding of remote support/diagnostics, establishing remote connections, configuration files
- Conflict resolution and problem-solving skills required.
- Ability to work with minimal or no supervision and handle multiple tasks in a fast-paced customer service environment while still maintaining focus and attention to detail. Exhibit initiative, organization, and independent and analytical judgment in solving routine to complex technical problems
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner.
- Good logic and ability to understand basic troubleshooting concepts
- Highly detail oriented, organized and process focused with ability to multi-task.

Required Qualifications:
• Certificate/diploma in electronic repair with 2 years experience in a technical service environment or an AA degree with 1 year of equivalent technical experience
• (in most cases, sufficient experience may off-set educational requirements)
• Must have wired internet connection
• Windows OS computer only (no Apple)
• Intermediate-level computer skills, good familiarity with Windows OS, MS Office (Excel/Word/Outlook/Teams), as well as other databases and CRM programs
• Prior Salesforce experience is a plus