Job Description
Long Description
TSE Essential Duties and Responsibilities
TSE Essential Duties and Responsibilities
- Ensure customers receive prompt response and excellent customer service for both A/V and Video Conferencing support requests
- To act as an escalation point to the Technical Support Representatives / monitoring team and customer for their support needs and perform escalated troubleshooting and training to the customer and internal teams as needed
- To work cases in the CRM. To work with the customer to gather complete detailed information to understand the issue and look to provide an immediate solution to the incident at hand
- Maintain the TSE case load while managing other common tasks including but not limited to: Triage/root cause analysis, Dispatching field technicians, ordering parts/ issuing RMA's, Capture network files and logs
- Validate designs, configure systems, and ensure operational readiness for new customers and services.
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