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

Associate Customer Support Rep, Vet

Customer Support Representative

White Label Customer Service Specialist, II

Customer Service Specialist, I

Customer Care Specialist