Av Technical Customer Service Agent

Job summary
AV Technical Customer Service/Helpdesk Representative needed for leading audio visual solutions provider in Egham/Staines.Responsible for meeting communication needs of key international customers, diagnosing and resolving issues, and coordinating with suppliers and other departments.Benefits include pension contribution, holiday time, death in service, private medical insurance, and the opportunity to work with cutting-edge video conferencing solutions.
Job seniority: entry level
Responsibilities
• Serve as single point of contact for key international customers.• Manage and own cases from start to finish.• Diagnose and qualify issues before escalating.• Ensure cases are resolved within service level agreements.• Coordinate bookings for engineering, logistics, travel, and spares.• Engage with other departments within the company.• Schedule preventative maintenance visits.• Attend touch-point meetings, prepare reports, and lead conference calls.• Keep case reporting and billing systems up to date.• Manage supplier purchase orders and invoicing.• Maintain excellent customer relations and interpersonal skills.
Requirements
• Strong Customer Service and interpersonal skills required.• Self-motivated and ambitious industry professional with a successful track record.• Familiarity with pre-sales for video conferencing, video streaming, and digital signage.• Ability to work rotational shift patterns Monday-Friday, covering 7am-7pm.• Experience in a similar role preferred.
Benefits
• 3% pension contribution after 6 months probationary period.• 23 days holiday in first year.• Death in service benefit.• Private medical insurance after 6 months probationary period.• Opportunity to work with cutting-edge video conferencing solutions.• Company values employee opinions.