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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $24.04 - $28.85
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Paid holidays
Employee assistance program
Training and Development
Job Description
IVCi is a leading company in the Collaboration and Audio-Visual Integration industries, providing innovative solutions to corporate, educational, and government clients across the United States and globally. With a strong focus on achieving client goals, IVCi emphasizes the importance of creating the best end-user experience through its advanced technologies and expert services. The company is renowned for adapting quickly to emerging technological trends, ensuring that its clients benefit from cutting-edge audio-visual and video conferencing solutions. As a leader in the industry, IVCi maintains a dynamic and supportive work environment that encourages professional growth and continuous learning. This makes it an... Show More
Job Requirements
- Strong and proven background providing excellent customer service
- Proficiency with all Microsoft Office products
- Strong multitasking skills
- Quick learner
- Demonstrated flexibility and adaptability
- Ability to self-prioritize daily tasks
- Excellent organizational skills and initiative
- Composure under pressure
- Flexibility to work any MVE shifts including holidays and weekends
- Have basic troubleshooting skills for diagnosing and resolving video conference issues
Job Qualifications
- Strong customer service background
- Proficiency with Microsoft Office products
- Effective multitasking skills
- Quick learner with adaptability
- Excellent organizational skills and initiative
- Basic troubleshooting skills for video conferencing
- Knowledge of cloud video conferencing services such as Zoom, Microsoft Teams, Webex
- Familiarity with Cisco Telepresence Management Suite
- Experience with Cisco and Polycom bridges
- Experience with Cisco, Polycom, Logitech, Neat, and MTR video conference systems
Job Duties
- Provide support and monitoring of all scheduled calls for managed customers
- Provide "white glove" video concierge service at the start of customer conferences hosted on IVCi infrastructure and customer cloud services
- Assist with customer onboarding efforts
- Become familiar with customer specific procedures and review training resources regularly
- Monitor scheduling system daily for newly scheduled or changed conferences
- Ensure customer conferences are properly set up prior to launch
- Ensure all video conferences are prepared, connected on time and reconnected within SLA times
- Monitor, address and resolve scheduling issues including requests from customer video conference inboxes
- Ensure assigned conferences have proper coverage at shift end
- Troubleshoot conference and system issues escalated via email, phone, or instant message
- Follow troubleshooting guidelines and escalate as needed
- Log into video systems and monitor alerts for issues
- Provide detailed reporting of conference issues, trends, and usage daily, weekly, and monthly
- Log all conference issues in reporting applications
- Correlate incidents to schedules and notify customers of service impacts
- Keep up to date on cloud service offerings to provide first line troubleshooting
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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