Tier 2 Tech Support Role in Cork
Fluent in both written and spoken English and French is essential for this permanent opportunity.
Key Responsibilities:
* Troubleshoot video conference system issues for customers via phone, email, and chat
* Resolve escalated support tickets from our Tier 1 support team
* Assist the Tier 1 support team by providing guidance to resolve tickets without escalation
* Provide ad-hoc feedback about trends, new issues, and the voice of the customer
* In periods of low technical support volume, assist with related projects
* Suggest process improvements when opportunities arise
Required Skills:
* Fluency in English and French language
* Strong written and verbal communication skills
* Strong listening and comprehension skills
* Minimum 1 year of providing technical support via phone
* Experience with support ticketing systems
* Demonstrated ability to quickly learn how to troubleshoot new technologies and communicate them to others
* Proven track record of meeting both quality and productivity goals
* Strong and verifiable knowledge of customer care processes and techniques
* Demonstrated adaptability to new processes and procedures while remaining up-to-date on existing standards
* Demonstrated ability to isolate software-related issues from hardware
* Knowledge of computer networking and USB devices
* Troubleshooting knowledge of PC and Mac OS or other non-AV systems
* Experience with one or more of the following VC software services: Zoom, Skype, Google Hangouts
Nice to Have:
* Preferably 3 years of experience in AV technical support capacity, with at least 1 year of video-conference troubleshooting experience
* Minimum 1 year of experience troubleshooting video conferencing software within an enterprise environment
* Previous Video Conference Room Administration/Installation involving MS Teams, Zoom Rooms, or Google Meet software strongly preferred
* In-depth knowledge of Video Conferencing software within an enterprise environment strongly preferred
* Fluency in additional European languages