Project Manager

Overview

Perform as part of Help Desk team delivering field service support for professional audio/video and video conferencing systems to our customers.

Key Roles & Responsibilities

• Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests.
• When necessary perform initial contact for incoming customer requests for support that we receive via phone and e-mail - work with the customer to gather complete, detailed information to understand the issue.
• Perform all appropriate remote troubleshooting with the customer and try to resolve the issue remotely if possible. Document all actions taken and update the case. Add continuing updates to the case as it progresses.
• Coordinate ISDN and IP test calls with customers
• Initiate escalation & assignment of unresolved customer issues to the Service Delivery Manager
• Continually monitor, coordinate and fol...