Technical Product Support Analyst

6 days ago

Florida, United States E-Logic Full time

Analyzing customers' business needs and creating solutions for optimal results for delivering support and service for meetings, events, and unique audio-visual technical requirements. Prepares meeting support plans with existing AV equipment and recommends alternate solutions that provide improved performance and results for internal and external customers. Prepare Requests for Quote (RFQ) information that outlines the knowledge, skills, and experience needed to successfully support AV Services. Research integrated solutions to meet customer needs and then implement client solutions. Act as the primary point of contact between customers, project managers, meeting organizers, and the Concierge Desk to cover all requirements, meeting and exceeding our customers' expectations. Must possess extensive knowledge of virtual meeting platforms and know when to use or recommend different solutions. Consistently learn about new industry trends and test often before making recommendations for new AV equipment. Continue to build on AV Service and Support Manual, continually update with changes or modifications, and be able to delegate these duties across all AV Technicians and Coordinators. Serves as a technical consultant to the sales team and must have a broad knowledge of multiple computer environments, platforms, and technologies and in-depth knowledge of AV enterprise products.

Duties and Responsibilities:

? Provides direct day-to-day direction and supervision of AV technical and service staff.

? Coach, mentor, and supervise AV support staff

? Participate in team projects, meetings, and assignments

? Responsible for identifying AV hardware and software needs

? Maintenance, upgrades, and responsible for managing scheduling and conference software tools.

? Responsible for Troubleshooting Tier 1-2 level AV problems

? Responsible for coordinating the use of Audio-Visual equipment with Tier 2/3 teams

? Responsible for creating AV Tier 1 Training documentation, delivering that training, and providing refresh sessions when there are changes or upgrades

? Responsible for connecting, managing, and monitoring meeting support for customers

? Responsible for measuring the quality of AV customer care and support provided

? Establish, conduct, and document scheduled monthly meetings with A/V Tier 1 Team

? Responsible for reading and following the Department's Procedures and Policies

? Responsible for understanding and enforcing the Department's Policies and Procedures

? Responsible for documenting solutions to A/V Tier 1 Support technology issues in KB

? Responsible for traveling to remote sites to understand each set-up, as well as recommend upgrades and maintenance checks from Tier 2/3 AV Team

? Responsible for tracking AV Tier 1 incidents in the service desk ticketing system

? Responsible for escalating AV Tier 2/3 incidents through the service desk ticketing system

? Responsible for creating/tracking Property Management Reports (PMRs) for IT equipment transfers/relocation

? Responsible for storing, accounting for, and transfer of A/V equipment to support meetings

? Perform other related duties, as assigned

? Ability to lift up to 50 pounds.

? Up to 30% Afterhour Meeting Support

? Up to 50% of Travel

? Ability to telework, if requested

 

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