Allbridge

Customer Support

• Answer a high volume of telephone calls from customers and field service agents regarding service requests; key requests into customer service data base, troubleshoot issue to resolution, dispatch field agent to resolve more complex issues, insure prompt closure of all assigned service calls.
• Dispatches field service or contract service representatives nationwide.
• Provide first level technical support for customers and field service agents regarding installation, repair, maintenance, and integration of High Definition, Off-Air, OTT content and Pro:Idiom encryption satellite delivery systems.
• Handle all service requests in a timely and cost-effective manner to include controlling labor, travel, and parts expenses.
• Forward problems that require service visits to field service personnel (through dispatch), escalate more complex technical issues to Tier 3 and/or supervisor for assistance.
• Use various web-based tools to gain remote access to on-site equipment, run diagnostics to identify faults and implement a timely and cost-effective resolution or initiate other corrective action.
• Monitor remote dashboards for alert notifications and proactively work for timely resolution minimizing system down time.
• 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.
• Provide technical assistance, training and mentoring to Tier 1 staff, act as first point of escalation for Tier 1 cases.
• Shift will typically be an 8 hour or a 4x10 shift and may be a first or second shift that may include weekends, hours and shift subject to change dependent on company and customer needs.

Tier II Video Support Representative

Account Manager

Account Manager, Video Solutions  Company Overview  Allbridge is the leading supplier of world class connected technology solutions, services, and support for high-density properties.  With more than 35 years of continuous growth and industry experience, Allbridge supports technology in over one million rooms, in 8,000 properties, across North America and the Caribbean, including hotels, resorts, senior-living communities, condominiums, multifamily developments, and mixed-use properties.  Job Summary:  The Account Manager, Video Solutions will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. Our inside sales team drives our company to find new customers, retain current customers, and develop innovative solutions for bettering our product and service. You must be comfortable making dozens of calls per day, working with partners, generating interest, qualifying prospects and closing sales. We provide full property technology solutions in the hospitality, senior living, multifamily and mixed-use markets.  Strong knowledge of all facets of the construction process is a benefit.  This role directly reports to the Director, Inside Sales.  Essential Job Functions:  ·  Successfully generate a consistent pipeline, achieve growth and hit sales targets by leveraging existing relationships and creating new relationships ·  Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails ·  Utilize virtual and face-to-face meetings to build relationships with new customers ·  Ensure all leads are well qualified by identifying the correct decision makers ·  Advise customers on suitable product selection based on their needs and specifications ·  Research and understand our product line and be familiar with each product’s function and purpose, so you can confidently upsell our customers to compatible products ·  Maintain long-lasting relationships with existing customers through exceptional after-sales service ·  Route qualified opportunities to the appropriate sales executives for further development and closure ·  Showcase the company’s strengths and highlight our brand by talking exclusively about the characteristics that make our offerings unique ·  Participate in weekly meetings to discuss benchmarks and personal as well as team goals for the upcoming week ·  Maintain an organized workspace and properly file documents, updates, and product information so it is readily accessible for reference and to answer questions ·  Ensure we have accurate data in our CRM ·  Consistently integrates Allbridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly and respectfully ·  Accepts ownership and responsibility of position responsibilities and strives to deliver results for customers that establish high standards, credibility and quality performance